” Can I speak to the manager?”
Everyone who has ventured into the world of business knows a few ‘difficult clients’. Small businesses frequently deal with customers one on one. As long as these deals are smooth, there is no trouble. Problems begin when the client gets tough to handle. Here are a few tips that can help you deal with difficult customers easily.
A customer can get upset for 2 main reasons:
- They’re unhappy with your services, or
- They are having a bad day
The Customer is always RIGHT! At least that’s what you must always consider. If you do not serve your client well, someone else will.
Difficult customers can be found everywhere.
These proven tips will help you ensure mental peace and keep your sanity when dealing with rude, angry customers.
1. Hear them out –
Listening is an art, it is not as simple as it sounds. Listen to your clients, their feedback and their complaints. Engage your heart and mind in what your client is telling you. Sometimes complaining customers can be pacified by lending them a patient ear and assurance to do whatever best is possible. You can also get perspective about your services from your complaining clients.
2. Identify & empathize while you deal with difficult customers –
Put yourself in your client’s shoes. How would you react to the situation if you were unhappy with the product or service provided to you? It is easy to sympathize, anyone can do that, but sympathy will not help if your client is feeling cheated. Don’t be defensive and make sure you know how your client feels.
Provide a solution as soon as you can or request for some time to respond. We suggest you try to resolve your client’s complaint as soon as possible preferably in the first or second interaction. The quicker the problem is solved the better it is for your relationship with your client.
3. Acknowledge –
When you openly agree with your client that your service or product has not worked, it definitely changes the scene for you. Make sure you choose polite words and talk to your clients with respect and compassion. Acknowledge the situation and always offer a resolution. If the fault isn’t yours then stay calm and try to explain. It is very important to keep your calm at all times.
4. Respect –
Give respect and get respect in return. Remember polite words never harm. If your words are impolite and disrespectful your client might feel attacked and threatened. Everyone has the ability to teach you a thing or two irrespective of his age, appearance, education, financial position or any other factors. Give your best even to the most difficult customers and see them at their best like never before.
5. Strike a Compromise –
Striking a mutually acceptable compromise helps make sure that your client stays happy with your product and service and his trust in your company stand restored.
Always make sure that you apologize for the inconvenienced caused when you deal with difficult customers. Once the issues are resolved, remember to thank your client for all the time and effort he put in towards improving your product or service.
Apologize for the trouble caused due to your product or service. Let them have some discounts or free goodies. Tell them you value their business and mean every word you say. Do not forget to roll out the red carpet for them when they come back to you.
Also remember, there is a line. If your customers tend to cross that line, throw slurs or offensive remarks, defend your staff taking care of the issue. Step in, call for a ceasefire and be assertive. Ask the customer to relax,
At Instamojo, every small business has great support at all times. Start your Instamojo experience in under two minutes!