We all have bad days. Sometimes, other people bring their bad days into our places of work. When a customer is difficult, how you handle issues is a reflection of your company. Patience, understanding, and control are key to handling tough customers, providing excellent customer service, and maintaining a positive image of your company.
Being in the Customer Service Industry for more than 5 years now, we realise there is nothing as tough as we tend to build a perception about.
If a customer is being difficult, we must understand they may have endured frustrations and all they’re doing is venting out their troubles on you. We can’t take it personally. With the right amount of patience and understanding, a difficult client may become more accommodating and positive.
Here are some Customer Service Tips for handling difficult customers:
- Listen. Let the customer speak. No one likes a yelling client, but if they are upset with your services, they have every right to vent out their grievances to you. Remember not to take it personally. Let the client speak, vent out their frustrations, and never ever attempt to cut short an irate client. This helps calm the customer and gives you a bigger picture of the situation the client may be in.
- Understand. Did you actually listen to what the customer said? It is easy to misinterpret why the client is upset if an agent only focuses on the sound of their angry voice. That is where we make mistakes as merchants. Unless we attempt to understand the customer’s issue, we won’t be able to solve his queries or provide any resolution.
- Show Empathy. Put yourself in your customer’s shoes. Give a verbal nod, something to let the customer know that you understand their concerns. If you show empathy, you may gain the confidence of an angry customer.
- Take Ownership. It’s always favourable to show that you have taken ownership of the situation on behalf of the client. It also shows how responsible you are, how willing you are to take matters into your own hands. Furthermore, it helps build a positive image of your company.
- Be Transparent. Be open with the customer. Let them know what your next steps are. Keep them posted with updates and do regular follow-ups with the client to ensure they feel secure about the situation.
- Provide a Solution. Help the customer reach a solution to their problem. Get the situation fixed to the best of your abilities. If required, reach out to your peers for their expert advice and guidance. Always ensure to find a proper solution to the problem and help build a positive relationship with the client.
Remember, being in customer service means you are the voice and face of the company. One must avoid making mistakes while dealing with the frustrated, difficult clients to keep a positive image of your company and to retain your clients.