How to deal with difficult customers

If you are in a business that deals directly with the public, chances are you'll have to deal with a difficult customer sooner or later. There are many types of difficult customers with different personalities. There are those who are impatient, irate, emotional, frequent complainers, bullying, hesitant, rude, stubborn, know-it-alls, standoffish, etc.Dealing with difficult customers is often a very stressful experience.

Essentially, the way you respond to the situation can make the difference between a satisfied customer and a bitter customer who vows never to patronize your business again and leaves damaging online reviews about your business. This is something you'll want to try as much as possible to avoid. Negative reviews are wrong because they are misleading and deceptive. If you've received a review that you feel is harsh or unfair, here's a step-by-step guide to dealing with negative reviews.

No matter what type of customer you're dealing with, the fundamentals of dealing with difficult customers is pretty much the same.Research indicates that difficult customers are likely to continue doing business with a company if they believe they have been treated fairly and properly. Furthermore, it is estimated that as many as 90% of customers who don't complain even though they feel they have been wronged, simply take their business elsewhere. This is why difficult customers, who have given you a chance to make them feel better by complaining to you, are customers definitely worth saving.

If you are able to solve their problem and keep them happy, they will become loyal, repeat customers. Not only will this benefit your company, being able to deal with difficult will make you feel confident in your abilities to solve difficult problems. The fact of the matter is, anyone can work with people who are easy to deal with, but it takes a true professional to be successful at dealing with difficult customers.

The basics of dealing with difficult customers are:

• Remain calm
• Listen
• Show Empathy
• Apologize
• Find a Solution

Remain Calm And In Control

No matter the provocation, it is critically important that you always remain in control of the situation. You cannot afford to allow the situation to spiral out of control. And the best way to do this is to remain calm. Staying calm meansyou cannot mirror the behaviour of the customer if they begin to yell at you. Doing that will only escalate the situation by making them even more irate and hostile. You need to maintain in control no matter how abusive or loud the customer gets. When you remain calm, they will eventually begin to calm down themselves. Focus instead on trying to solve the customer's problem as best as you can.

Listen

When a customer is dissatisfied with a particular product or service, you need to find out what aspect of the product or service they are unhappy with. And you can only do this by listening. If you really listen to what the customer is saying and make them understand that you're listening to them, this will go a long way towards diffusing the situation because the customer will feel that they're being heard. So hear them out. Once they have finished talking, repeat what they have said to you and ask clarifying questions where necessary.

By demonstrating that you are listening patiently and asking questions to understand the customer's problem will disarm them. At this time, keep in mind that your body language will play a key role. Maintain eye contact, and really show them how closely you're paying attention to what they are saying.

Show Empathy

At this point, once you have heard them out, it is important to show that you care by empathizing with them. Show them that you value their business, and express genuine sympathy for the unfortunate experience. Let the customer know that you are prepared to do everything in your power to help them resolve their problem. Even if there's not much you can do to help, simply showing that you care about their feelings will go a long way towards helping them feel better.

Apologize

One thing to keep in mind is that your company doesn't have to be the one in the wrong before you apologize. The bottom line is that the customer is not happy with your product or service. There's nothing wrong in expressing an apology for the problem they are having. You are not accepting liability by apologizing in this manner, and a simple, genuine statement is all that's needed, even if your company might be in the right: Mr./Ms ______, I'm truly sorry that you're not happy with our ___________. Let's see what we can do to put that right.

Find a Credible Solution

When solving a problem for a customer, it is important to adhere to the spirit of your company's policy on the situation, rather than the letter. In general, policies are guidelines. It is more important to exercise good judgement and common sense when dealing with difficult customers. If you really cannot help the customer, it is important to explain why and offer to find someonewho can.

Take a Time Out

After the situation has been resolved to the best of your ability, it is important to take some time out to get yourself together. Even if the situation was resolved amicably, dealing with difficult customers is still a very stressful experience. Rather than let that stress linger inside of you, take a break doing something fun.

In any case, solving such a challenging problem for your company will fill you with a burst of confidence.