Types Of Difficult Customers
How To Deal With Different Types Of Customers
You must learn to deal with different types of customers if you want to succeed in any business. It is important to understand both sides of the story before you can devise a plan for dealing with difficult situations. The customer is expressing their concern about the company, not you personally. Customers who receive excellent customer service are 93% more likely to repeat purchase from companies so with that in mind, here are some techniques for dealing with different behaviour.
Different Types Of Customers
The Impatient Customer
Situation: A customer who is impatient may have waited in line for longer than usual. They may also be late for their next appointment or are becoming restless as you try to solve their problem.
You can handle it by being clear and direct without seeming dismissive of their demeanor. Without going into details, explain why there is a delay. Be clear with impatient customers and let them know that you are trying to resolve the problem.
Also, try to frame your answers positively. Instead of stating that the item is out of stock, you can explain that a new shipment is planned by a specific date or that you are working quickly in order to restock it. Always talk solutions not problems.
The Indecisive Customer
Situation: A customer who is unable to decide between multiple products or services may struggle to do so, but it might not be clear to you.
How to deal with it: Ask specific questions about the most important factors that influence decision-making such as features, pricing, and service tiers. You can also point them to any literature that might help them make a decision as some people are visual learners. Listen to them with compassion.
The Angry Customer
The situation: Regardless of the solution or scenario, angry customers are simply not satisfied with the final result. Attempts to remedy the situation are either futile or making it worse.
How to deal with it: Even if it doesn’t seem appropriate, apologise for the situation. You can resolve the issue by listening to their grievances. Keep it short: The more you leave the situation, the more grievances will arise and the less time that you can spend with other customers. Its better to deal with the issues at hand as soon as possible.
The Demanding Customer
Situation: A demanding customer can drain your energy and time at great cost to you, and often at the expense other customers. They might be demanding about the solution or product they want, and will not consider alternatives that may work better for them.
You can handle it by speaking slowly and being patient. Listen to their concerns and respond quickly. You should also be transparent. Answers that try to sell time or delay customers’ needs may not work well.
The Vague Customer
The customer arrives at your business with no idea what they want. You may feel you get a lot of these types of customers. The customer may struggle to articulate the problem or may not fully understand their options. Asking questions can help you get to the root of the problem.
How to deal with it: Ask vague questions and ask specific questions about the customer’s needs. You are more likely to get the information you need to help them. So that you don’t waste time waiting for other customers, each question should be asked with the goal of finding the truth.
The Customer Who Demands A Refund
The scenario: A customer is unhappy or dissatisfied with the product or service and requests their money back.
How to handle it. Each company has its own refund policy and regulations. Your company might offer credit towards future purchases. While a full refund is the best option, it may not be possible to do so. Be clear with your customers about the date and time it was processed.
The Unhappy Customer
The situation: Despite all your efforts to resolve the situation, the customer remains dissatisfied with any solutions offered.
How to deal with it: Both an angry customer and a unhappy customer need a similar response. Even if it doesn’t seem appropriate, apologise. Take a look at the offered solutions and try to offer another solution. Consult your company policies to see what you can do in this instance. Listen with an open and sympathetic ear.
It doesn’t matter if you feel guilty or not, it is important to be polite and prompt with upset customers.
There are other customer service options:
- Keep calm
- Shift your mindset
- Recognise their distress
- Introduce yourself
- Find out more about the person you’re talking to
- Show Empathy
- Provide an alternative solution
- Thank the customer
- Calm yourself down
- Follow up
- Avoid negative language
- It’s not your fault.
One rule to remember when dealing with difficult customers is that you should not make an already bad situation worse.
You can keep this customer by communicating politely with them and finding a solution. Customer who is happy with the way you handled the issue might change their mind and leave positive feedback for your supervisor. The solution to the problem may help you prevent it from happening again, and improve the company’s processes.