Difficult customers are part of business life. Learning how to deal with difficult customers is very important for any business owner. Selling and offering the best products and services doesn’t mean that you will not have your fair share of angry, unsatisfied customers.
To build a positive reputation with consumers, it is vital for you or your employees (If you have any) to have proper training on how to deal with difficult people and resolve customer complaints.
Here are seven (7) effective techniques that you or your team can adopt when dealing with difficult customers:
Never get upset. Responding in kind will not solve anything, and it will usually 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. How you react under fire impacts the future of your customer relationships.
Treating someone with disrespect can reflect negatively on you and your company, so reputation management should always be top of mind. Remember, people will often mirror the emotional signals you emit. If you respond with anger, don’t expect friendliness and understanding in return and it will all be a recipe for disaster.
If you can resolve the customer’s problem immediately, then, by all means, do so. Being able to quickly address a customer’s concerns may just turn their negative experience into a positive one. If you can get on top of things and satisfy him or her, the customer might end up as a loyal customer who buys from you regularly and tells their friends. Resolving a customer’s issue ASAP also prevents a situation from escalating. This is especially true if someone is complaining loudly inside your store or calling you out on socials.
Communicate what you can and can’t do about their situation
Once you’ve heard what the customer has to say, you’ll need to talk about what you can and can’t do. Be open and sincere. Ask questions to clarify where necessary. Then, apologize. Tell the customer you are sorry for the bad experience, and that you’re ready to handle the situation appropriately. From there, proceed by communicating what you can and can’t do about their problem. Whatever you say, though, see to it that you do something.
Compensate if you can
When a customer complains about something, be it your service or product, acknowledge their concerns and offer something to make up for the mistake. You can offer them free service or a product to prevent things from escalating.
Don’t be afraid of losing.
Fear of a negative outcome drives many of our reactions. If a customer is being difficult, we’re afraid to challenge them because we might risk losing them. Do all you can to solve the problem and if it seems the customer isn’t giving the required response, maybe it isn’t meant to be. you win some, you lose some.
Remember, anger is natural.
You don’t have to take things personally. you are dealing with a fellow human being. Try to understand them and make them see that you are doing your best to rectify issues.
Know when to give in. If it is apparent that satisfying a rude customer is going to yield no results and will still end in negative referrals, it may be better to communicate how much you tried to make it right and let them go.