Dealing with Difficult Customers
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Listening and Understanding Anger
- When a customer feels angry, listen. Understand their frustration. Apologize for the inconvenience. Remain calm, acknowledge their feelings.
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Preventing Dead Air
- Customers feel angry due to unmet expectations. Lack of knowledge, slow software, tough queries, or busy agents cause this. Teach polite phrases to prevent dead air.
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Handling Difficult Situations
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Listen to understand customer concerns before resolving the situation.
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Smile, nod, and give in to unreasonable demands or stay in control without ruining your day.
Types of Difficult Customers
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Understanding Difficult Customers
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Apologize to difficult customers. See from their perspective. Put their needs first.
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Determine if an unpleasant customer relationship hurts your business.
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Never offer solutions to unwilling listeners.
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Identifying Different Types of Difficult Customers
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The "I know my rights" customer
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The chronic shopper
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The privilege expecter
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The returnaholic
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The complainer
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Angry, impatient, indecisive, and critical customers.
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Defining Difficult Customers
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A difficult customer complains often, feels unsatisfied, and is hard to please.
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Well-trained employees handle difficult situations, keeping customers satisfied. Customers feel angry due to unmet expectations.
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Understand customer concerns before resolving the situation.
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Dealing with Various Customer Personalities
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Recognize the personality you’re dealing with and respond appropriately.
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Stay calm when handling the angry customer. Kindness is the best option.
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Be empathetic but act calm and professional.