Merely hearing the words “customer service” can make dealers crawl. Knowledge of how to deal with difficult customers and provide quality care is often what sets a company apart from its competitors. Especially when you have an angry customer, your skills (and patience) are tested. Time to pass the test with Flying Colors.
When the number of digital distractions affects retail, customer loyalty is more important than ever. Creating an emotional connection with your customers is essential in our time. Companies that really succeed in customer service – Neiman Marcus, Publix, Eddie Bauer – know that when they make a mistake, they take the necessary steps to get their customers right. It is true that good customer service can create or destroy a business. Customers return to companies where they are treated with respect and where their problems are effectively resolved.
That’s why it’s so important to know how to handle difficult customers, whether you’re doing shelving, you’re on the register, or working on the floor. However, dealing with an unhappy customer can be challenging because angry customers create our natural battle or flying instinct. Reflexively, we either come in the face of the customer or we get the hell out of them.
However, the best way is to recognize your response, take a break, and decide instead to reduce the problem and help the other person. Difficult clients have several options and they need slightly different approaches. Here are some different types of problem customers and how to treat them as a customer service representative.
Types of difficult clients
Angry impatient Scary talkative Demanding indecisive Angry customer How they behave: The problem often irritates these customers to raise their voice, squeeze their jaws, or turn red on their face.
How to help:
Don’t miss a bullet.
Give them the benefit of the suspicion that they have a valid reason to be upset.
Don’t become defensive; Instead, handle the problem professionally. Start by offering a simple apology (“sorry”) no matter who is wrong. Then reassure the customer that you are dealing with the problem. An excuse combined with a sincere assurance that you will find the best solution can go a long way.
How they behave:
These people are clearly agitated and want you to solve his problem in advance – like, drop it all!
How to help:
Patience is truly a virtue, but it is less common because time is our most precious commodity. We live in a demanding world. We want what we want, and we want it now. And what customers want is painless and quick shopping. The key to dealing with an impatient customer is to work as efficiently as possible and find the best solution, Evenson says. “It can help to show empathy: ‘I see that you are in a hurry and I work as fast as I can …'”
Demanding customers How they behave: Hard to satisfy, this person feels entitled to something. you may not be able to deliver.
How to help:
Too demanding customers can be the hardest to deal with because they may have unreasonable expectations. Fortunately, it is a two-step solution.
First, acknowledge that you want to handle the situation fairly. (“I want to rush your order, but it wouldn’t be fair to our other customers who have already placed their order. I’m sure you don’t want me to take other orders over you.”) Then comes the insurance. (“I make sure we get your order as soon as possible.”)
Information customers how they behave: Believes they know your company’s product better than you, and they’re going to prove it. How to help: Step cautiously – this person will react negatively if you try to train him or show disrespect. Most conscious people seek little recognition, so iron the ego. For example, “I can tell you that you are very familiar with ___. I appreciate it.” To get the client to your side, create a report with them and show that you are also knowledgeable. He is more likely to buy the proposed solution.