One of the most difficult things you will have to deal with when working in customer service is the type of “certain people”. Whether you work in food, retail, or tourism, sooner or later, you're going to face customers who are angry, irritated, or unruly. Don't worry-there are proven methods that can solve problems in a way that benefits you, your employer, and, most importantly, your customers. This could include being strict with your policies, compromising, or as simple as satisfying the customer with a “customer is always right” attitude.
Step
Method 1 of 2: Dealing with Difficult Customers
Step 1. Be a good listener
Difficult customers don't really expect perfection. They just want to make sure that their problem is taken seriously. Give them attention, and listen to their complaints quietly. Maintain eye contact, and don't smile or grimace. Nod your head if the customer says something you agree with.
Step 2. Empathize with the customer
Poor interactions with customers usually get worse because the customer feels that you are not trying to understand their complaint. Giving the impression that you empathize with the customer can make your interaction more comfortable, and make you look like an ally who also wants to solve the problem.
- Say, “I understand. Sorry for your inconvenience. Let's find a way to solve the problem." By saying "let's go", it's as if you and the customer are on the same team looking for a solution together.
- If the customer repeats the complaint, increase your empathy. Respond with something like, “Yeah, that sounds really annoying,” or, “I would feel that way too if I were you.”
- Remember that empathy doesn't mean you have to give the customer whatever he or she wants. Instead of turning the customer against you, this way you become on the same team as the customer, against the company you work for.
Step 3. Remember that there are other people watching your conversation
Imagining that other people are watching can help you to stay calm. Don't let your customers see you acting badly. Assume that the customer will tell others about their interactions with you.
Your interactions with customers should not be to the detriment of the company. Make this a good example of the quality of service your company provides
Step 4. Speak slowly and lower your voice
Emotions are contagious. By lowering your voice and speaking slowly, you will give the impression that you are calm and in control. This becomes especially important when the customer is very angry or talking loudly.
Step 5. Apologize
All employees can apologize, regardless of their role in the company. Look the customer in the eye, and make sure your expression and tone are genuine. Say that, on behalf of the company, you apologize for the customer's dissatisfaction, and that you will do whatever you can to help them.
Never be condescending. Avoid apologizing in a way that makes it seem like you're putting the customer down. The safe way is to apologize for your or your company's actions, not the customer's feelings or attitudes. For example, instead of saying, "Sorry if you feel that way, but we can't refund your money," say, "Sorry, we can't refund you. Is there anything else we can do for you?”
Step 6. Notify your supervisor
The customer may ask you to do this, but if not, it's a good idea. Your supervisor has more authority to resolve the issue with the customer, for example through a discount, bonus, or other remedy. In addition, this also means shifting the responsibility for satisfying the customer to someone who is in a higher position than you, which will be more reassuring to the customer.
If the customer needs to wait while you call your supervisor, give them a comfortable place to wait. If you're allowed to offer a drink or something, offer it. The customer may be calmer if treated in a friendly manner
Step 7. Make a promise you can keep
Offering a solution or a promise you can't keep is one of the worst things you can do. This will make the customer feel even more irritated. If you are unsure of something, check with your supervisor. Don't make rash decisions when under pressure.
You can always say, “It might be doable. Let me check first."
Step 8. End your conversation on a positive note
Even if you've solved the problem exactly as the customer wanted but they're still angry, don't let them walk away upset like that. You should thank them for their patience, and promise that you will do everything possible to make sure that next time everything will be okay. For example, you might say, “Thanks for your patience while we sort this out. I would be very happy if I could help with your next transaction, so I can make sure everything goes smoothly. You can call me right away, don't hesitate."
If you can't satisfy your customers, still make a good impression by being friendly and professional, so that what customers remember is not bad things. The customer might think, “Even if they can't help me, at least the salesperson is very friendly.”
Step 9. Know your limits
If the customer starts to be rude or doesn't give any signs that he can calm himself down, call security at your store or mall and ask the police for help. If the customer starts harassing you or another employee verbally, or physically threatens, it's time to turn the matter over to someone with more authority, for the sake of yourself and other customers.
If the customer is drunk or on drugs, don't waste time trying to be nice; just call security, for everyone's safety
Step 10. Get rid of your ego
You must be ready to satisfy the customer even if you think they are wrong. You may have to humble yourself in front of the customer, or apologize for something that really isn't a big deal. Never let your prestige keep you from doing your best to satisfy a difficult customer.
Remember the old motto, “The customer is always right.” This does not literally mean that the customer's complaint is always appropriate and justified. Interacting in a positive way to satisfy your customers is not meant to embarrass you as an employee, but to keep your subscriptions going
Step 11. Think of this difficult customer as an opportunity for you
Remember that happy customers mean a more successful business. A satisfied customer will probably tell others about your good service, while an annoyed customer will complain to others, which could reduce customers for your business. When you're trying to placate your customers, think of this as an opportunity to avoid losing customers.
Step 12. Don't take it too seriously
Remember that whatever happens doesn't affect you personally. Don't take complaints from customers as an insult to yourself, even if the customer actually insults you. Get rid of your prestige and ego. Prioritize customer service. While you may be tempted to insist that the customer is wrong and you are right, resist this temptation.
Difficult customers have become part of working in customer service. Think of situations like this as normal
Method 2 of 2: Dealing with Certain Types of Difficult Customers
Step 1. Deal with angry customers
Angry customers can be very difficult to deal with. You need to sort out their emotions to find out what exactly is the source of their anger. Stay positive during the conversation, pay attention to how the customer is feeling, show that you are willing to help, and work with the customer to reach a specific solution.
- Say to the customer, “I know you're upset, so I want to help you. Can you explain exactly what happened?” Never say something like, "You don't have to be upset."
- Remain calm and objective during the conversation. Don't make any promises you can't keep. Say to the customer, “I will do my best to resolve this issue as quickly as possible,” instead of promising to get something done within a certain timeframe. Always try to promise as little as possible, but deliver as much as possible.
- Don't interrupt the customer when they are explaining something. This can make them even more upset. Don't say, "Yes, but…" when the customer is talking to you.
- Always check whether the customer is satisfied with the results.
Step 2. Satisfy upset customers
You may encounter dissatisfied customers after they have encountered other people in your organization. For example, perhaps you are the manager of a restaurant, and the customer is unhappy with the service of a waiter. Greet the customer with a smile, say your name, then offer to help. When the customer talks to you, make sure you don't make excuses for the poor service he received. Ask open-ended questions, verify the information, and make decisions that will satisfy the customer.
- Ask the customer, “Can you explain what happened?”
- In the restaurant example above, after the customer has explained the problem, try saying, “I understand. Anyone in your position would feel the same way. We think _ is a good way to solve this problem. What do you think?"
Step 3. Help confused customers
Maybe you will meet customers who are confused about which product to buy. These customers can take up a lot of your time, so you can't help other customers. Be patient, ask open-ended questions, listen, offer alternatives, and try to help the decision-making process.
- Try to gather as much information as possible, so you can help the customer make a decision.
- Many stores have return and/or exchange policies. If the customer is having a hard time choosing between two different items, you can say, "If X doesn't suit you, you have 30 days to return the item." This will encourage the customer to buy.
Step 4. Deal with demanding customers
Some customers can be very pushy. You must be careful to remain polite and helpful without letting the customer act on their own. Be professional, firm, and fair. Respect your customers, and let them know the extent to which you are allowed to accommodate their wishes.
- The customer may raise his voice or start yelling at you. Prepare yourself.
- Always make eye contact with the customer, apologize if necessary, and remind them that their needs are important to you. Try saying, “Mr X, we value you as a customer, and we want to work with you to resolve this. Do you have any suggestions?”
- If the customer offers a possible suggestion, say, "That's a good suggestion, sir, and I think we can do it now." If the suggestion isn't something that's possible, just be honest about it. You can say, “Thanks for the suggestion, sir, but I can't do that because of our company policy. Maybe we can _ instead?”
- Understanding your organization and its policies well will go a long way in helping you negotiate with customers like this, and offer possible solutions to their problems.
Step 5. Deal with rude customers
These customers may speak rudely, jump in line, or demand your attention when you're helping another customer. You must remain professional and never attempt to retaliate.
- If a customer annoys you while you're helping another customer, smile and say, "Wait a minute, I'll help you as soon as this is over."
- Always stay calm and remember that you are a professional representing your company.
Step 6. Deal with talkative customers
Some customers may start a conversation with you and monopolize your time. They may want to discuss breaking news, the weather, or personal experiences. You must remain polite and friendly, but also be able to control the situation. Talkative customers can reduce your time on other tasks or serving other customers.
- Show genuine interest in what the customer has to say. Don't come off as rude.
- If the customer asks a personal question, answer the question, then say, "Is there anything else I can do for you?"
- Don't keep asking questions that will provoke them to continue the conversation. Use only “yes” or “no” questions.
Tips
- Don't be condescending. Nothing can make a situation worse than an employee appearing rude or mocking. Speak in a polite but sincere tone.
- Don't want to be trampled. Helping customers doesn't mean you have to let them do what they want. Set your limits, and stay polite but firm.
- Avoid answering before fully listening to the customer. Don't say your solution right away. After listening to the end, you should stay still and attentively ask this most important question, “So what do you want?” Remember, in almost all negotiations, the first to offer a solution almost always loses.
- There are some customers who are more difficult than others. Don't let the customer insult or hurt you. Call security or your manager.
- Call the customer by their name, if possible. Everyone likes to be called by their name. This can make them feel more heard.
- Always tell your boss the truth. Don't lie, hide, or diminish what really happened. Tell your boss right away if you have a problem with a customer, even if it's your fault. Most likely, the boss will be happy that you managed to handle it.
- Remember that the customer is always right… only in some cases!
- Ask for help if you don't know what to do. Call your manager, or call your boss if you are alone. Don't stay alone-you'll only make things worse.
