“The customer is always right.” Who hasn’t heard that mantra? However, that doesn't mean all customers are easy to deal with or easy to please.
If you own your own company, you or your team might have to face unhappy customers.
In this article, we cite tips for handling difficult and demanding customers that you or your customer service team can use.
Listen, first and foremost
Don't fall into the trap of getting defensive or arguing. Let the customer vent out. Listen to everything they want to say, even if you already have an idea of what they're going to say next, or even if they said something that is not right. Just listen. By doing this, you will be able to build rapport with the client.
Speak in a low tone
If the customer raises his voice, especially those who contact for support, try speaking in a calm manner and more importantly, in a low voice. This demeanor will help as they will adapt this behavior and can settle down. The anger of your customer can vanish when you let the customer see that you're calm, and you respond to him or her in a professional manner.
Control your emotions
If the customer is already swearing and is being abusive verbally, don't let anger overpower you. Learn to control your emotions. Responding in the same way as the customer does will undoubtedly lead to a problem. Assure the customer that you're willing to help and that you understand the situation.
Don't take it personally
Sometimes, due to the frustration and anger of the customer, they get too personal. However, remember that you're only a representative of the company. The client apparently doesn't know a thing about your life, and they are just venting out. What you need to do is to address the current issues of the customer.
Handling a difficult customer is no joke. You have to listen, maintain your cool and be professional. If you deal with the situation in a positive manner, you'll surely retain a loyal customer, and in addition to that, referrals may increase significantly.
Do you have any other tips that you can share? Write it down in our comment box!
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About the Author
Patrick Panuncillon has over 10 years of experience in SEO task management. In 2014, he launched Creative Working Playground Blogger Outreach, a company offering SEO management, content marketing, and many more services.