How to Deal with Difficult Customers
Effective Customer Service is Key
It’s not easy for many of us to deal with unhappy clients or angry customers as part of our jobs. If we are able to communicate clearly and effectively, we might be able save the client’s feelings. We may even be able to have a stronger relationship with our client than before.
Effective customer service is key to retaining customers. It’s crucial that you can deal with difficult customers. This is a great way to turn a negative situation into something positive. It can also encourage customers to advocate your brand and products because of the way you dealt with their frustrations and situation. Customers who are more difficult may feel more impressed by your interaction than customers who have not had as many interactions with you.
Techniques to Deal with Difficult Customers
Although the customer may always be right, that doesn’t make them all easy to work with. Customers can be quite demanding, as anyone who has ever worked in customer services will tell you. You have to manage them if you want your business to survive. You can provide great customer service by finding ways to please unhappy customers and get them to visit your business.
Empathy is the key to building trust. Try to imagine yourself as the customer. You can empathise with their frustrations and show empathy for their situation. It will help you calm down if you can relate to a customer’s problem. The customer will feel more understood if you “nod” verbally during the call.
Lower your voice. Talk slower and with a lower pitch if the customer becomes louder. They will notice your calm demeanor and be more relaxed. Anger will usually dissipate if you approach the situation calmly and clearly, without being affected by the tone or volume of the customer.
Assume that all of your customers are watching. Assume that you are speaking to all customers. If the customer is verbally abusive, this perspective shift can help you think clearly and provide an emotional buffer. Unruly customers can lead to negative referrals. It is a good idea to assume they will repeat the conversation with other potential customers to help you ensure that you have addressed their concerns in a calm manner.
Compromise. It is better to compromise with the customer if it takes you two hours to satisfy them. This will give you more time to cultivate your customer relationships. Remember that this interaction isn’t typical for all customers and that you are dealing with an exceptional customer.
Don’t get upset or angry. Take a deep breath, and respond as if the customer was not listening. Reacting instantly won’t solve the problem and will often lead to an increase in tension. Remind the customer that you are here to help and offer your best chance of solving the problem. This simple statement can often help to defuse the situation.
Don’t take it personally. Never get personal with the customer. Keep in mind that customers don’t know you, and are only venting their frustrations at you as representatives of your company. You can gently guide the conversation back towards the issue and the way you plan to solve it.
Remember, you are interacting with another human. Everybody has bad days. Perhaps they got into a fight with their spouse or were issued a traffic ticket. Or maybe they have just had bad luck. All of us have been there. You can make someone’s day easier by being a calm, pleasant voice. It will make them feel better.
Promise a callback. Even if you promise an update, make sure you call the customer at the time you have set. You will reassure the customer that you are not trying to avoid them and they will appreciate your follow-up.
The next step is to summarise the complaint. Let the customer know what you expect at the end of the call. Then, be sure to keep your promises. To ensure that you are prepared for your next interaction, make sure to record the call.
How Customer Service Scenarios help
These situations can be very difficult to handle but by going through an example scenario it can help you prepare for the real world issue.
Last Thoughts on Dealing with Difficult Customers
Your customer may be able to remain calm and rational in some situations, regardless of how upset they are. Your customer might become demanding, angry and rude in other situations. There are some fundamental, yet crucial steps that you can take to help difficult customers. Find out which courses and techniques can help you defuse customer problems. Call our team for more details.