Sometimes we are faced with difficult customers. You address their issues quickly and focus on finding a solution. But, just in case that doesn’t solve the problem here are a few things to keep in mind.
1. Listen.
Listen carefully when your customer is talking to you. You may gain valuable insight as to what is irritating them and learn how you might be able to fix the problem. Though you may not agree with or understand the problem, don’t interrupt, argue, or point the blame. Reacting negatively will only escalate the situation. It’s important to remain calm and in control.
2. Say “I’m Sorry.”
Sometimes all a customer needs or wants is an apology. Saying, “I’m sorry” has the power to defuse aggressive behavior as well as emotions, while allowing for open and honest communication. Research showed that 35% of respondents claimed that a simple apology would have prevented them from leaving and going to the competition.
3. Don’t take it personally.
Usually, a customer’s negative behavior has nothing to do with you specifically. Look at the situation objectively, putting your personal feelings aside. Widening your perspective can reduce the possibility of misunderstanding. Buried in the complaint may be an issue that really does need your attention. In other words, just because a customer is rude does not mean that she is wrong.
4. Show empathy.
Try to understand the feelings of the other person. Use words like “I understand,” “I want to help,” or “I’m sorry.” “I appreciate your understanding and patience. Thank you.”
5. Follow-up with them.
Be sure to follow-up even after you feel you’ve resolved the concerns. Make contact through an email or a personal call to confirm that the problem was resolved and to see if there are any other ways you could be of assistance. It may seem unnecessary, yet the fact that you cared enough to follow-up will make a positive impression.
6. Educate your customers.
Businesses that aren’t thorough in educating their customers are open targets to customer complaints. It’s important to teach and show them why your prices are higher than competitors, why certain features are or aren’t included, and why your products surpass your competitor’s in quality and value. By taking the time to educate them, chances will be higher that they better understand your position. If they continue to be unreasonable, show them the impact their demands would have on your operation, staffing, and bottom-line.
7. Don’t forget your happy customers.
Don’t take these valuable customers for granted. They deserve and need your attention too. “For every minute you spend putting out fires, spend four minutes nurturing your most content and profitable customers. Otherwise, you’ll tilt your business toward those who may never be entirely happy with your business.”
*BBB Better Business Bureau of Akron, OH – Customer Service Strategies That Work!