Dealing With Difficult Clients In Tough Economic Times

You cannot escape from dealing with difficult clients as there is a fair share of them among consumers coast to coast

. It is part of the job and you have shut your ego tightly in a box if maintaining customer relationship and support is what you are trying to do. The company you will be working for like all other business establishments thinks the customer is always right and you could be fired for rubbing an irate customer the wrong way.

Loads of patience

Dealing with irate customers can be simple if you have loads of patience and hear them out rather than butting in to justify yourself or correct them. You should know the basic rule that customers are always right and your job is not to bear on them what is right, but to use the simplest sorry word in a bid to pacify. And the surest way of losing a customer and eventually your job, is to argue and try to impress your point of view.

Dealing with difficult clients requires thinking on your feet and sometimes out of the box to resolve their anger. Competition is stiff and you could easily lose a potential regular customer to another supplier if you are not careful. And in tough economic times, you have to face the prospect of dealing with irate customers much more.

They would be wanting more for their moneys worth and even though you cannot keep pace with surging customer expectations every minute, your best bet would be to use tact and judgment upfront. By being able to think on their feet, many customer support personnel have managed to pacify clients while dealing with difficult people. There are many training courses on customer support and service online that you can check out before you take up a similar job.

Agree instantly

As soon as you hear an irate customer berating you with his or her complaints about your product or service, agree instantly and personally assure with confidence that you can resolve them. Once they know that the supplier or the customer support staff is instilling confidence, they cool down automatically as the initial anger dies down.

With the anger dying down, they begin to see some reason and you may have won and managed to keep your job too.

Even if you know the irate customer is making wrong statement sand asking for things that you cannot provide, you should offer a measured apology before dealing with the factual questions one by one. If you react rudely to his or her abusive behavior, you would end up provoking the customer into getting angry further and continuing with the complaints.

Dealing with irate customers requires maintaining your cool which helps dealing with difficult clients upfront.

by: Jose DeJesus MD

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