In customer service, the maxim that the customer is always right is an influential factor when dealing with clients. Yet, there are times when a customer service agent might feel that a customer is very wrong. This is especially true when dealing with difficult clients.
Even when a customer is headstrong, you must find ways of handling them well if you would like to remain in business. Customers might make your task 10 times more difficult but they are the source of your revenue.
Here are some tips to help you find effective ways of handling difficult clients.
The Importance Of Listening And Empathizing
It’s pointless to argue with an unruly client even when you know you’re right. Instead, you should give them your ears even when you think they’re speaking out of turn.
Listening helps you to make the situation conversational instead of confrontational and gives you the opportunity to comprehend the customer’s point of view and empathize with them.
Once you’re able to relate with the customer and can show them that you identify with their issue, they’ll be pacified. It helps to make sure the customer can feel better understood by using gestures such as nodding.
Also, eye contact, verbal cues and various forms of body language can help customers feel that you care and are engaged.
Address All Customers And Take Control
Some customers might become hysterical and start shouting or getting louder. At this point you must speak slowly, deliberately and in a lower tone. When you stay calm, this helps the customer to calm down as well.
If you address the issue calmly and with a clear mind without allowing the customer to get to you, you take control and their anger will dissipate. Speak to the audience that is observing the situation while directing your conversation to the angry customer.
This change in objectivity can help create a safeguard with an abusive customer so you remain focused on your response. When a customer is difficult, they’re essentially a bad referral and will echo their sentiments to prospective customers.
When you address their concerns in the best way possible, you’re also addressing the concerns of the prospects.
Stay Calm And Know When To Back Down
Some customers simply never give up. Therefore, regardless of what you do, you’ll not get them to feel appeased. Instead of exposing the business to the likelihood of adverse referrals, it would be better to buy time by striking a compromise.
This helps you work with customers that are more valuable, especially if the difficult customer is exceptionally problematic. If the customer is unbearable because they’re abusive or are using profane language, ignore them.
You will probably not accomplish anything and trying to make things work might actually heighten the entire situation. Don’t give in to annoyance and never get agitated.
Instead, let the customer know that you’re available to assist them and are their best opportunity to resolve the matter. Ensure that you stick to the issue and never allow yourself to get personal.
The customer might get personal but this does not mean that they hate you since they probably don’t know you and are only letting out their grievances at you because you’re the face of the business.
Final Thoughts On Dealing With Difficult Clients
In any confrontation with a customer, it helps to steadily direct the conversation to the subject matter at hand without allowing everything to get personal. After all, you’re dealing with a fellow human being and they probably just had a bad day.
By ensuring that you handle the matter delicately and intelligently, you might possibly make the other person’s day better. Always reassure customers that things cannot get any worse and win them over and you’ll have won over a long term customer.