subject: Three Tips on Dealing With Difficult Customers [print this page] Three Tips on Dealing With Difficult Customers
Dealing with difficult and angry customers successfully will not only be beneficial to the company, but to the customer service representative as well. Turning around the customers heavy emotions would allow the company to regain the trust of a good and loyal customer. Studies reveal that almost all angry customers often never complain but take their business elsewhere. Angry and complaining customers, however, care enough to give chances of settlement. These are the customers who stick around if their issues are dealt properly.
Proper handling of the situation would also build the employee's self-esteem and enhance their customer relationship management abilities. This can be useful in dealing with other difficult situations. So, how do we turn heated confrontations into a friendly and a good business conversation? Below are three tips that you can follow in order to properly handle difficult situations and difficult customers for that matter:
o You have to recognize the customer's point and frustration. This would create an impression that you understand the rise of their emotions and that you are willing to listen and do something about it. Phrases like "I can see where you're coming from" or "If I were you I would probably do the same thing" would help. This would open up a window of opportunity for a much lighter conversation that would more likely give rise to a solution.
o Never disagree with the customer by expressing the same level of heated emotions. Don't lose your temper and always keep your composure. Remember that the customer is upset about the situation and not directly at you. Anger is a normal defense mechanism of people especially if they feel mistreated.
While expressing empathy, listen to the customer and identify the problem. Anger is mostly the customers' way to cry for help. Asking questions regarding the matter will make them believe that you are indeed interested in helping them out by taking immediate actions. It is important however to probe and make inquiries positively. By this I mean to not do it in such a way that as if you are blaming the issue on the customer. This would further add fuel to the fire. Phrases starting with "are you sure....Mr. customer?" should be avoided.
o Finally, take actions and provide a solution. At this stage, you have to convince and persuade the customer that the problem will be heeded and necessary and immediate actions are to be taken. Satisfying the customer's demands right away would make them feel like they have not been ignored. If the issue is not bound to be resolved right away, the customer service representative should give the customer the utmost assurance that courses of action are taken to resolve the problem. Dealing with difficult customers indeed would entail good customer relationship management skills.
Shannen Lee has been a freelance writer for the last 3 years. Check out her latest writing here on the bronze shower head website, where you can read her review of the best messaging shower heads.
