Dealing With Difficult Customers
An irate and unhappy customer can be a headache for the employee
dealing with them, but, if you use the correct tact, it can
become a win-win situation. A few rules of conduct and you
should both walk away happy.
First, always remain calm. Don't jump to the defensive. If you
are relaxed, it will help your customer better keep their
composure. Don't argue with the customer and don't place blame
on them. This will only lead to a vicious circle of words and
accomplish nothing. Be professional.
Show the customer respect. Listen to their words, not their
tone. Their words will tell you what the problem is. Don't
interrupt them. Let them say everything they have to say. Show
empathy for their problem. If they feel they have someone who
cares about the situation, they are more likely to work with you.
Once the customer has aired their complaint, repeat the actual
problem so that you both know that you understand. Now you are
prepared to work out the problem together. Including the
customer in problem solving gives them a sense of having some
control over the situation. Listen to their ideas as well as
offering your own. Once you have reached an agreement, repeat it
so that you and the customer are on the same page.
Once a solution is agreed upon, act swiftly to settle the
complaint. A customer who is treated with respect and has been
dealt with fairly is much more likely to return than one who
left angry and dissatisfied.
These are common sense tips. Treat an angry customer with the
same respect you would wish to be treated with in the same
situation. If you keep this in mind, you will have half the
battle won.