It is tough to deal with people, and you must have known this fact if you are in a client relations department. You cannot expect all customers to be professional; some of them may be irate and unruly.
They may start ranting if they have a problem with your product or service. It is not so uncommon in the call center world that you come across some people who start hitting the roof without putting their finger on it.
It becomes quite challenging to deal with such customers. If you do not defuse a situation, they will likely post a negative comment against you, and this may deter your new prospects. As a service provider, you have to find a middle ground so their anger lets up and they do not stir up.
How to deal with a tough customer
Managing difficult clients is not a cinch. Although you are taught to apologize to frustrated customers even if you are not completely at fault, the argument does not end here. However, here are some tips to prevent fanning the flames.
Be a patient listener:
No customer expects perfection, but when they are disappointed in you, they expect to be heard seriously. It is crucial not to smile and have a grimace on your face when they are pointing out.
Further, unless you listen to them, you will not be able to understand what problems they exactly have. Before offering them a solution, you must know the complaint they have come with to you. You cannot be straightaway apologetic.
Your apology will be considered insincere if you fail to make it up to them just because you were not all ears. Chances are you lose rag when they rant at you, but you cannot lose your cool.
Even if they are at fault, you cannot shout at them. First off, you have to listen to them patiently and then subtly make them understand that it was not your mistake. Tell them what you can do for them to take the edge off their anger or frustration.
Empathies with your customers:
Most of the time, a situation becomes worse because customers think that you do not take their problems seriously. It is vital to empathize with your customers when they express their concerns. You should use phrases like “We understand completely” and “We are afraid you have been upset. Let’s find out a way to work with it.”
Try to avoid repeating the same expressions even when the customer reiterates their concerns. You should show empathy using different phrases. For instance, this sounds incredibly frustrating, or I would feel exactly the same if I were you.
Well, being empathetic does not allow for an interpretation that you are to fulfill all demands of your customers. You are just talking to the customer on behalf of the company.
It is ultimately in the hands of the company what they are to offer to the customer in the end, not in your hands, so do not make any promises that you regret down the line.
Do not talk to them at a high pitch:
Your customer is angry, and therefore, their pitch will be quite high, but it does not mean that you will raise your volume to drown them. If you do so, they will likely misinterpret that you are being rude to them, especially when they have a genuine concern to express.
You should talk slowly and keep your volume low in order to show them you are calm. Do not interrupt them; otherwise, they will think you do not let them finish.
Once they are finished, you can ask them for details if you need any based on their complaints. If a customer gets vituperative, you should immediately stop them there but again politely. For instance, you can say, “We understand your concern, and we are apologetic for the inconvenience you faced, but we would appreciate it if you express your concerns while staying within the boundary of professionalism.”
Notify your supervisors:
It is always a good idea to keep your supervisor in the loop. They must know what it is that your customer is angry about and what they are expecting of you. Your supervisor can decide better how to make it up to them. It can be discounts, comped goods, or any other kinds of concessions.
Further, when you transfer the matter to your supervisor, the customer can rest assured that the matter will be resolved soon. If you have to keep the customer waiting until you get a chance to connect with your supervisor, drop them an email so they do not panic.
End the conversation on a positive note:
Even if you have resolved the complaint of a customer, they will still likely be angry. Understand that you cannot act beyond your rights; making your customer understand may not be easy.
However, you should still avoid leaving them in a huff. Express gratitude for their incredible patience and assure them that you will try to improve your service next time they come to you.
The bottom line:
Managing tough customers is not easy at all, but you are to be patient so they do not post negative remarks on Google. This can affect your business growth down the line. You should try to train your customer support team so they handle all customers effectively.
They must know how to handle tough customers. Things become complicated and go out of control as, most of the time, they do not know what to do. DO not fight shy of investing in training programs.
If you are a start-up and flinching from doing so due to a lack of money, you can borrow money from direct lenders in the UK.
Evaluate your repaying capacity so you do not fall into debt. Some entrepreneurs find it hard to invest in training programs as they have just started a business and do not have a steady source of income. Well, if you are on benefits and need a loan today in the UK, you can apply for it by filling in the form.
Description: To lessen a difficult situation with a tough customer, you should listen to them patiently, keep your supervisor in the loop, and show empathy.