Making a difficult customer happy can be one of the most challenging aspect of customer care even for the most patient and level-headed employee. However it is important to handle that situation effectively as part of achieving excellent customer service for your company. Turning a negative situation to a positive one will help customers to be advocates of your brand because of how well you handled the situation. Here are some ways to deal with a difficult customer.
- Remain calm and collected and keep your communication professional. No matter how heated the situation may be, it is important to keep calm and collected. It is in your best interest to relax and make every customer interaction as smooth as possible. When you stay calm, you keep the situation from escalating into more difficult communication. When you’re communicating with the customer, keep your language professional, friendly and respectful. Your behavior reflects your employer or business, and it is always good to be mindful of your actions and repress any impulses to take the difficult customer’s behavior personally. A customer’s behavior may be complex, and you will likely not understand all the factors that influence their decisions. Remaining objective and professional will help you to maintain a service-oriented demeanor.
2. Give them a chance to air their grievances
People want to be understood. Show the customer that you are listening to them. Nod your head and keep an open style of body language. Give them ample time to express themselves before you respond to them. Giving them time to express their minds will help you to understand the situation and give the customer time to work out their thoughts and feelings. It can be tempting to talk over them, but you should wait until there is a natural lapse in the conversation
When managing difficult customers, you can take time to reflect on their point of view. Empathy skills help with understanding another person’s feelings or intentions. Practicing empathy allows you to understand the present emotional state of the customer and respond accordingly.
It takes two people to participate in an interaction. In the case when you’re speaking with a customer, the customer may need to express their frustration, and you want to hear them out so you can help. If you want to better understand a customer’s point of view, try asking questions. Clarifying their needs can help them to know your genuine desire to make it right and allow them to relax knowing you want to help.
3. Assess their needs and Address them accordingly.
One of the best ways to deliver customer service is to figure out the specific needs of each customer. Taking the time to understand the needs of the customer will help you resolve their issues more quickly. Let the customer know that you will do everything in your power to address their complaint.
Sometimes, it can be useful to simply ask the customer what they need. For example, you could say, “What do I need to do to make this better for you?” This can help you get straight to satisfactory solutions, and focusing on solutions will give you a better chance of resolving the situation quickly.
This option is best when you’re not sure which actions would ease a customer’s mind. Allow them to name their ideal solution so you have a better chance of meeting their expectations and/or finding a compromise and retaining them as a customer.