10 Ways To Deal With A Difficult Client. They are an integral part of your business. So it is imperative that you make sure that your clients are always happy no matter what. Although at times it’s not easy, the following tips will help you to at least win them over.
1. Prepare In Advance
In any customer service role, knowing how to deal with rude customers depends directly on your knowledge of the product or service. The sooner you can get the mechanics of your role down, the more effortless and nuanced you can be throughout these charged moments.
2. Have Empathy
The person on the other line is human after all. They may have had a particularly rough day and are blowing off some steam. Stay calm and do everything in your power to put the customer at ease by being empathetic. Let them know you’re listening.
3. Exceed Their Expectations
Create customer service so exceptional, that consumers turn into fans. The public perception of your brand matters, especially with the prevalent nature of social media sites such as Facebook, Twitter, Yelp, and Instagram. You want the online chatter coming from your customers to be as positive as possible.
4. Act Quickly
If you can resolve the customer’s problem immediately, then, by all means, do so. Being able to quickly address a customer’s concerns may just turn their negative experience into a positive one. This also prevents a situation from escalating.
5. Watch Your Verbal And Non-verbal Cues
The things you say and don’t say can significantly affect the outcome of any customer interaction. Signs of boredom, impatience, or aggression will only escalate the situation. So, be very mindful of your words and the body language you project
A perfect apology meets a few key requirements: It’s short, sweet and sincere. But when you’re dealing with rude customers, it’s easy to veer too far in one direction or the other. Work on getting comfortable with your own middle ground, so it feels natural even in a tense situation.
7. Never Lie To Customers
Once you’ve apologized effectively, get to the crux of the problem. Sometimes, there isn’t a solution yet. It’s really tough to be the bearer of bad news, but lying to difficult customers never helps the ultimate goal: driving customer loyalty.
8. Be Discreet
Being tactful and discreet is crucial when dealing with difficult customers. Remember, other people are watching, and some may even whip out their smartphones to record the conflict. The last thing you want is for the incident to hit social media.
9. Make It Up To Them
Taking this step isn’t always necessary and depends on the situation. For instance, if the issue is due to an error on your part, it may behoove you to do something extra for the customer. Give them something to compensate for the discomfort.
10. Lean On Your Team
Even when you’re putting all your skills to work, you can be in way over your head. That’s natural, you’re not supposed to know everything. Figuring out how to deal with difficult customers often requires that you ask for help.