Customers can either make your business or break your business in pieces. A business or organization has a king and its king is the customer. When working in an organization or even having your own organization, there are times when you would have to cross paths with a difficult customer. These customers may be arrogant, nagging, angry, invalid or even sad over the service or product that you provide them with. Their anger might or might not be valid but there are a few tactics which every professional should know regarding how to deal with such difficult customers.
Remember the saying “The customer is always right”? Well, this is exactly how the corporate world works. Here are some ways to deal with such customers.
1. Listen Carefully.
One of the most important steps is to listen to the feedback of the customer regardless it being in your favor or against you. Listening to a customer makes them feel like their suggestions and feedback is being valued and they are being heard. This is the first step to customer’s satisfaction.
When you have to deal with an angry customer, remember to let them vent and complain without interrupting or being defensive. Listen to their side of the story first.
2. Stay Calm.
If an angry customer is yelling at you or complaining in an invalid tone, you are not supposed to do the same to them. Your reaction should be patient and calm. Remember the fact that shouting, yelling or degrading a customer over their complaint is equal to losing that customer forever.
In situations like these, remember to stay calm and let them vent all they want to. Only then you are supposed to come up with a calm and comforting statement which would help them relax and worry less.
3. Mind Your Language.
In situations where one party is yelling or angry, the other one needs to be calm. In anger, there might be times when we say something using the wrong or inappropriate words. Remember to choose your words wisely in such situations. Saying something that might hurt the ego of the customer and the customer would never return back to your brand. Retaining customers is difficult and it is important to know that your choice of words matter a lot.
“The customer is always right”, remember these words and you’ll never face a conflict with seriously bad consequences. When an angry client is complaining in front of you, your first reaction should be an apology. Apologize for the inconvenience that they faced. After apologizing, ask them what their complaint is, tell them what you have in your hands and convey the complaint to the higher authorities.
If one doesn’t apologize, the customer assumes that they aren’t caring or considerate enough to say a simple sorry for the trouble they cause them.
5. Be Honest.
One of the most important way to behave with an angry and dissatisfied customer is to tell them the truth. It is important to be honest with them. Tell them truly if you think it is your fault or not, tell them honestly about the steps you can or cannot take to cater the problem. As customer relation representative of different online web stores like hjacket provide honest information about their products (Top Gun Costume) and satisfy customers before the rise of any conflict.
Fooling the customer with compensations and incentives is just going to make things worse. Be honest to them, tell them about the practical options that you have regarding the result of that complaint.
6. Mitigate the Conflict.
Customers tend to make a fuss at a place where the conflict is visible to other customers. In such a situation, try your best to minimize the risk as much as you can. Apologize at the spot and take the angry and dissatisfied customer away from the rest of the customers and potential customers.
Minimize the conflict in the first place before it reaches out to the people. A satisfied customer after a conflict is usually happier than a customer satisfied from the beginning.
7. Try To Resolve The Issue.
A dissatisfied customer tends to create a fuss about the conflict. Social media is one of the platforms where news spread like fire. Try to resolve the issue before it reaches to other people either through word of mouth or through social media platforms.
A bad word of mouth can result in instant downgrading of one’s brand equity. Make sure to resolve the issue as soon as possible to minimize the negative consequences.