First you need to understand that in real life mistakes are made and problems are there on every step. Do not panic and do not freak out, or you might become even worse than the crazy customer. Once you apply these tips, no customer will be so difficult that you cannot face it.
1. Listen to What the Problem Seems to Be
Sometimes we cannot even listen to the tone of the difficult customers because they are screaming so loud that we only want to tell them to shut up. That is obviously not an option, so that being said, the only thing you can actually do is to listen to what the problem seems to be. Maybe the customer has the right to be angry due to your mistake.
2. Emotional Intelligence
You have to show some signs of emotional intelligence in the shape and form of empathy. People want to feel like you are listening to them and like you care for what they are experiencing. I believe that this is of crucial significance when dealing with difficult customers. Especially with them to be honest. If they feel they are getting your full attention they will calm down and you can solve the problem more easily.
3. Speak Softly
Whatever you do, do not dare to raise your voice. Once you raise your voice the customer will freak out even more and will become unstoppable. You do not want to see that happening, trust me. The best thing you can do is to speak as soft as you can, like a customer is a young child in need of special attention. Even though it may seem that the customer does not care about what you have to say, remember that they approached you for the solution, so they actually think you can solve it.
4. Put the Customer First
Never forget to treat a customer with respect. This doesn’t have anything to do with the fact that person is difficult, it is still your customer, and problem has to be solved.
5. Correct the Issue of That Specific Customer
You might not be able to guarantee that the problem will never occur again, but you can promise to always do your best to resolve any potential problems whenever they occur.
6. Follow up
If, and when possible, don’t forget to follow-up with the customer after sufficient time has elapsed to demonstrate that the corrective action has been effective. A phone call will show them that you appreciate them as individual and you really did care for their problem. And not to mention they will be thrilled that you remembered to check up on them, so they will tell their friends about their good experience with your company. This is a great way to advertise your company for free.
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