Customers are important. You do everything in your power to offer the best service or product. Whatever the customer wants, the customer must get. You as an entrepreneur are there to provide the best experience ever. You cannot say no to them, even if they ask too much because one bad review can take away your credibility.
Dealing with unhappy customers will always be happening in the business world because nobody is perfect. Everyone has experienced demanding customers in their business, especially those who niche in customer service.
As a small or medium business owner dealing with angry customers requires experience and knowledge and really causes a headache or two as a manager. Demanding customers may take a toll on your mental health if you don’t know what to do! Relax, breathe, and don’t panic. All you need to do is to find suitable techniques that will disarm dissatisfied customers and win them over by providing excellent customer service.
Do not argue with the customers, listen to what they have to say carefully. Do not interrupt them at any moment, even if you know the stuff they are saying is untrue. While you communicate, use that time as an opportunity to build an understanding relationship with the customer.
After hearing them carefully, try to put yourself in their shoes. Answer them that you understand entirely in what situation they are, and if you were in their place, you would feel the same – frustrated and angry. In reality, this way you are doing a verbal nod during the conversation, which makes the customers feel understood and calmer.
Speak with lower voice
Even if the customer is shouting in effect, start to use a lower voice tone and speak slowly. Those actions will reflect on the customer, and it will calm them down. If you approach situations with a calmer voice and clear mind and stay unaffected by the customer’s reactions, they will feel the need to calm themselves down.
Speak to customers like they are in front of you
While speaking on the phone with a customer, pretend they are in front of you and watching every action you take. This method will offer you a new emotional impact on a customer and create a different point of view. They will start noticing that you really want to solve their problem.
Do not show any emotion
If the customer is swearing and attacking you on a personal level, continue as nothing happened. If they are in front of you and not on the phone, don’t show any emotion. I know that sometimes stuff can hurt us and nobody wants to get offended. However, if you keep your head calm, you will find a solution to their problem quickly.
Create a plan and find the solution
As you’ve heard everything they have to say, do everything to find a suitable solution. Every company has different ways to handle difficult customers, and respect those norms. If there isn’t a solution, tell the customer exactly what to expect from your company and do everything you can to offer an alternative. Always promise something you can deliver, or you will irate customers and create more problems for your company.
I hope that these tips will teach you how to deal with difficult customers and save the reputation of your business. Customers are everything for your business, and it is quite natural to have difficult ones. If you keep even them happy, you will create the best possible customer service for your venture.
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