Many a times, customers will be really upset or angry with the service and it will be difficult to handle them.
But if you know what to say, when to say and how to say it, then it will be easy for you to handle such situations.
And if done the right way, you might not only save the relationship but also build a better rapport with the customers.
You need trained people who can deal with difficult customers and can resolve customer issues quickly.
Here are different ways that you can follow to deal with difficult customers and enhance the quality of customer service along with it.
8 Ways to Deal with Difficult Customers
1. Listen to customers
When customers are angry or upset, then never try to argue with the customer or try to talk over them.
Let customers speak their heart out and do not interrupt them, even if you know what they would say next.
And even if they do not have all the information or are mistaken, then also never correct them while they are speaking.
When you listen, it shows that you care and builds a rapport with the customers.
2. Be empathetic towards customers
You must put yourself into your customer’s shoes.
The reason behind it is to understand the situation of the customers better. You will understand what position are they in right now and the reason for such frustation.
If you understand the issue of the customer, then it will be easy for you to calm the customer and provide him with a better solution.
Also, it will be easy for you to handle difficult customers better.
3. Remain calm
Customer service should remain calm, even if the customer is swearing or being verbally abusive. You need to train yourself and practice to ignore and act as if you didn’t hear it.
If you are try to be nice and respond in a good way, then it will totally backfire and might escalate the situation in a negative direction.
Instead, remind the customer that you are there to help them and their best immediate chance of resolving the situation – often this simple statement will help defuse the situation.
4. Lower your voice
When customers are upset or angry, their tone will get louder and in that particular situation, you need to start speaking more slowly and in a lower tone.
As a result, customers will also feel the need to remain calm and your calm demeanor will help them to settle down.
When you approach the situation with a calm, clear mind, unaffected by the customer’s tone or volume, anger will generally dissipate.
5. Never take it personally
Never get personal with customers, even if the customer does.
Remember that you always talk aboput the issue and nothing else.
You must understand that customers are unhappy with your product or service and it is common for them to be upset or angry. And when they are being angry with you, they are actually taking you as a representative of your company and not yourself.
It is advised that you guide the conversation back to the issue and how you intend to resolve it, and try to ignore personal comments.
6. Remember that you’re talking with a human
Everyone has bad days.
They might had a fight with their spouse, got a traffic ticket that morning or have had a run of bad luck.
We’ve all been there, to some degree. Try to help make their day better by being a pleasant, calming voice – it’ll make you feel good too.
7. Know when to give in.
If not satisfying the customer is going to take two hours and a bottle of aspirin and risk negative referrals, it is probably better to draw a compromise a bit more in their favor to give you more time to nurture your more productive customer relationships.
Keep in mind that the interaction is not typical of most customers, and that you’re dealing with an exception.
8. Follow up with customers
Even if you promised an update that you don’t have yet, call the customer at the scheduled time anyway.
The customer will be reassured to know that you were not trying to dodge them and will appreciate the follow-up.
It shows that you care for the customers and they will be more appreciative of the efforts you are putting in to resolve their issue.
Dealing with difficult customers is a difficult task.
But if you handled it properly, then not only you can improve your relationship but also create further opportunities.
Make sure you listen to customers patiently and do not get carried away to provide a solution to the problem right away.
If you are not sure what will be the best solution to the problem, then ask clients what solution would make them happy.