Dealing with difficult customers is one of the hardest issues to handle in business. Sooner or later, everyone has had to deal with a difficult customer. Whether they’re overly demanding, never satisfied, or simply have a bad attitude, it can be hard to keep your cool with a difficult customer.
It’s not always possible to help a customer in every situation, but these tips can help you next time you’re faced with a customer who is hard to please.
1. Let them get it off their chest
Many times, when customers are being difficult, what they really want is to be heard. Listen to their complaints and let them vent. Eye contact, an open stance, and acknowledging them will all help a customer feel that you care and want to make it right.
Remember to really listen to what your customer is telling you, and try to understand the situation from their perspective. Acknowledge that you understand by repeating back key parts of what they said.
2. Identify Any Obstacles You Have to Helping Them
Difficult customers all want immediate help and attention in resolving their issue. It’s important to tell them about any limitations you might have in trying to help them… followed by what you are able to do for them.
3. Act Quickly
Whatever your customer is upset about, address it as quickly as possible. This will help keep the customer from becoming even more upset than they were before. Tempting though it may be, don’t put off angry customers. Instead, do whatever you can to help them right away, or you could end up making the situation first.
4. Make it a learning experience
Difficult customers are never fun to deal with. But the upside is that they can offer your business valuable lessons. Are many customers upset about similar things? What is the root cause of their problems? Difficult customers can help you identify what – or who – is contributing to customer dissatisfaction in your business.
Conflict and frustration is a part of life, and therefore, also a part of business. Learn to use these instances as learning experiences and ways to make your business stronger and better than ever before.