Handling a Difficult Customer

In a business module, talking to a customer and keeping them happy becomes a top priority. The phrase, “the customer is always right”, becomes important. But, the customer is not always easy to handle. Sometimes, it raises into a conflict. If you have ever faced this situation, then below are few tips on how to handle a difficult customer:

Listen

First, listening to the person is very important. It doesn’t matter if the person is mistaken or not have all the information. Interrupting the customer builds a bad image, even if you know what they will say next. Listening also helps in building a rapport.

Empathise and Rapport Formation

It is easier to talk back to someone, rather than listening to them. Try to understand where the person is coming from and how they are feeling. The person will calm down once you show empathy to them. Also, during listening, it is important to build a good rapport. Once the person knows you are able to understand how they are feeling, they will calm down.

Low Voice

A lot of times, the customer starts shouting. In that case, always lower and calm your voice. A low and calm voice helps the other to relax. Your voice and behavior will then help them to settle down and lower the anger.

Giving In

It’s always good to know when to give in. If the person seems stubborn, then remember that it’s an exceptional case. Find a common line to compromise. If necessary, the compromise can be a bit towards their favor. There is no need to lose your temper because of one customer.

Not to lose your temper

The customer can sometimes be very abusive or become very personal. Remember that you are dealing with a human. The person doesn’t know you, so it’s better to ignore the comments. Keep them reminding that you are there to help them. Usually, it calms the other person down.

Summarize

At the end, tell the person on what to expect. It’s easier for them to know where it is headed. Clarifying on the end of what will be delivered is always good. It provides the customer with a hope. Then you can document the call and then be prepared for the next follow up.

Call Back

If at the end you have promised a call back within a certain amount of time, then call back. Even if the problem is not resolved. Calling back the person will assure them that you are really working on their issue. Customer will have reassurance. Thus, for the next interaction, they will be calmer.

Handling a difficult customer is always tiring. It takes a lot of energy. But once you could relate to their issue, they will calm down. A compromise or a good assurance goes a long way and gives a happy customer.