Difficult Customers Giving You Troubles? Here Is How to Deal With Them

Last updated on February 9th, 2024 at 12:22 pm

Dealing with customers that are difficult to handle is a part of the customer service team’s daily job. Even though they are a small percentage of customers, they are still the people who pay for the company and services.

The main challenge for customer service is handling customers. Sometimes, we would feel that they are impossible to deal with, so we give up.

Customer buying behavior changes regularly. One of the factors is their mood and reaction regarding their experience with the customer service team. Therefore, it is best to provide quality service, even though the issue is complex.

However, with proper guidance, you would be able to conquer them all and provide the best customer care possible. You might as well turn the difficult-to-handle customers into positive ones.

Regardless of the type of customer you are engaging with, there’s always a way to resolve the situation without sacrificing your dignity and principle.

Six Ways to Manage Difficult Customers

There are many types of demanding customers. They all have one thing in common; they can damage your reputation and the company’s if not appropriately handled.

You might encounter customers who are demanding by nature, or perhaps ones that don’t seem to know what they’re doing. Either way, you need to take care of them, as they are your customers.

Here are the effective strategies to help you deal with demanding customers

1. Listen Reflectively and Actively

If you are having trouble, do you want to hear “I understand” from people? Does it make you feel a little better? Probably not.

For example, your customer is asking for a discount since he has been a loyal customer over the years. If you reply with “I understand, but…”, this conversation doesn’t end well.

You might have an angry customer in the end and lose one loyal customer.

Instead, practice active and reflective listening. Always listen to your customer’s concerns. Then, understand what they want to say by interpreting the words and body language.

It is best to get the information. If you feel that you didn’t get enough information, you can ask to tell more to understand how you can help them. Expressions such as “tell me more so I can provide you with the proper resolution” helps a lot.

For instance, if they ask for a discount, you can say, “so what you want to say is that we don’t provide better deals to our loyal customers, is that right?”

Don’t promise a solution immediately because you might be unable to commit to it. Instead, assure your customers that you heard them right and understand the primary concern.

2. Stay Calm

Remaining calm is probably one of the essential qualities customer service should have.

Angry customers can degrade you. They usually give insults and use profanity.

There are many reasons why they became angry. One of the most common reasons is that they can’t get what they want or when trying to do something, it doesn’t seem to react the way they want.

For instance, they bought a product and said it was faulty because they can’t seem to turn it on. Customers would most likely call and ask for a refund angrily.

The worst possible scenario is if you irritate them more. It will hurt your career and the business itself.

It’s best to remain calm when dealing with difficult customers. Do not engage in an argument, as it will become more challenging to manage. Even if the customer is on the wrong side, or has false information, avoid telling them they are wrong.

Always keep a calm and professional tone while the customer is being angry. Never use names or point the blame on other people, as you are the one dealing with it right now, so take responsibility for the situation.

3. Break The Problem Into Smaller Pieces

If you are dealing with a customer with many complaints, you might be confused and don’t know which one to deal with first.

One mistake you might make is to treat it as one concern. Doing it will make things more difficult for both you and the customer.

Instead, analyze the situation and break the problem into smaller ones. This will help you find a resolution for each issue; in rare cases, you might fix everything along the way.

For example, your customer cannot access the software they bought from your company. Instead of telling them what to do instantly, provide them with a more systematized approach.

Give them easy-to-follow instructions. It’ll be easier for your customer to follow and help you resolve the issue immediately.

4. Apologize Sincerely

If your customer was misinformed, or perhaps the product they bought didn’t meet their expectations, expect you to receive complaints.

Even if you are not the one who provided the initial service to the customer, always take responsibility as you’re in charge right now. This means you need to apologize, especially for something wrong.

An effective apology must be short, sweet, and, most importantly, sincere. Don’t over-apologize, as it would show insincerity.

An example of a sincere apology for when your company didn’t meet your customer’s expectations: “I’m so sorry that our team/company fell short of your expectations. Let’s get this sorted out, and allow me to assist you with our concern.”

Remember to apologize on the company’s behalf. It may not be easy to do, but it’ll help lighten your customer’s mood.

5. Assess Their Needs

Earning your customer’s trust is one of the best ways to deliver an excellent customer service experience. You need to listen to their situation and provide them with resolutions actively.

In most cases, customers don’t know what they need. They usually interchange it with something they want to happen. This is a perfect opportunity for you to gain their trust.

For instance, your customer purchased an item that he claimed was defective, but he doesn’t know how to operate it properly. If you agree to replace the item, this doesn’t solve anything. Instead, your customer will complain again because the product is faulty.

Your customer will feel more positive as you do something practical for their issue.

6. Ask Your Team

No matter how skillful you are, don’t get it over your head. There are specific customers that, no matter what you do, may not work. Perhaps your coworkers have ideas for dealing with your customer’s concern.

Asking for support from your teammates can help you resolve issues or answer some questions. Be sure to tell your customer that you are bringing in a more familiar person with the problem, or perhaps, tell them that you will ask someone regarding the matter.

For instance, your customer is looking for someone who can make more significant decisions. Instead of telling them, “I’ll see what I can do.”, you can proactively bring your manager or supervisor to assist the customer.

Customers appreciate these extra steps because they know that you are taking care of them and want their problems resolved immediately.

Difficult Customers Deserve Care, Too

Even when dealing with an angry customer, remember it’s not about you. It’s all about them and how to resolve their issues. This is a perfect opportunity to show that you really care and can handle the situation very well.

Listen to what they need and what they want, provide effective resolutions, keep calm and stay professional. Once you’ve resolved the issues, you’ll have satisfied customers as they see you did your best for them.

Caring for your difficult customers boosts your reputation and your company’s as they would feel that they are valued.

Also Check: How To Appreciate Customers (Ways That Really Work)

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