Dealing with a difficult customer can be one of the most challenging and stressful situations in customer service. Whether they are angry, rude, demanding, or unreasonable, you need to keep your cool and handle them professionally. In this article, you will learn some tips and techniques to deal with a difficult customer effectively and turn a negative situation into a positive one.
The first step to deal with a difficult customer is to listen actively to their problem or complaint. Active listening means paying attention, showing empathy, and asking open-ended questions to clarify and understand their perspective. By listening actively, you can show the customer that you care, respect, and value their feedback. You can also identify the root cause of their issue and avoid making assumptions or jumping to conclusions.
Learn, unlearn and relearn are part of life. I would say difficult customers are sort of blessing in our service and product industry. If you listen to them, understand their needs, and find a solution that works for both eventually it will serve needs of hundred more customers. As he is the real user of our services/products and he tells us his perspective on what my product is missing e,g finishing, quality, or workmanship. Last but not least what I have learned is "a customer is not always right but he is mostly right"
In my experience, most of the difficult customers, really just want to be heard. If we take the time to make them feel valued, listen to their complaint, and do the very best to help, it validates them. I feel that most times a difficult customer could result from someone initially not listening. I agree, respect and care are so important in customer service, and when implemented, customers always return. Sandy Simpson
When dealing with a customer and their complaints, it's important to listen to the whole thing. It'll help you decide the best course of action and there's a good chance the customer will calm down if they feel that you are listening intently.
Step 0 should naturally be making sure the staff are trained and supported to deal with tough clients with more than a printout. In the case of belligerence etc they need to know management has thier back. Difficult clients should be divided as follows to lessen turnover: Doesn't usually get heated: active listening, compassion and empathy will go a long way. Especially if they're accidentally using words that may make the team think they need to head into another direction or department when they may need something else. Usually gets heated: be prepared to step in as management and handle them as expertly as possible. For them, there's always a tough decision of when they may cross a line and need a little tough love or boundaries.
“Seek to Understand" Starting the process when handling a demanding customer involves practicing active listening. This means giving undivided attention to their complaint or issue, displaying empathy, and using open-ended questions to get a comprehensive understanding of their perspective. Engaging in active listening reassures the customer that their feedback is respected and valued. It also aids in unveiling the core cause of their issue, thereby preventing misconceptions or premature conclusions.
The second step to deal with a difficult customer is to apologize sincerely for their inconvenience or dissatisfaction. Even if you are not at fault, you should express your regret and acknowledge their feelings. A sincere apology can help to diffuse the tension, calm the customer down, and build trust and rapport. You can also use positive language and avoid blaming or making excuses. For example, you can say "I'm sorry for the trouble you've experienced" instead of "It's not our fault that the product was defective".
You may also opt to emphatize over apologize and know when to use which depending on the customer needs. I am sorry…. does not work for everyone, strange enough it might cause the customer to be irate. Saying I know how cumbersome…how stressful that must have been for you goes further than just apologizing.
Apologize even if it not your fault, sometimes this will disarm a customer. "I'm sorry you're having a bad day, how can I help?" Depending on your industry you can sympathize as well. For example, "Oh, your computer isn't working, you know I work with computers, I hate them to sometimes. Let see if we can resolve your issue."
Show empathy and review their concerns and issues. Validate their stress and feelings. My apologies, I understand this is very frustrating goes a long way.
Sometimes all it takes is an apology! Acknowledge the customer's right to complain about something, and make sure they feel secure and validated. That is, make the customer feel relieved that they came to you specifically to solve the matter at hand.
“Empathize with Their Feelings" The subsequent step in managing a difficult customer involves recognizing their inconvenience or dissatisfaction, even if you are not at fault. This isn't about accepting blame, but about acknowledging and validating their feelings. Such validation can defuse tension, soothe the customer, and help establish rapport. It's essential to use positive language and avoid attributing blame or making excuses. For instance, instead of saying, "It's not our fault that the product was defective," it might be more helpful to say, "I understand how frustrating this situation has been for you."
The third step to deal with a difficult customer is to offer a solution that meets their needs and expectations. You should explain the steps you will take to resolve their issue, provide a realistic timeframe, and confirm their agreement. You should also offer alternatives or options if possible, and emphasize the benefits and value of your solution. For example, you can say "We can replace the product for free and ship it to you within two days" instead of "We can't refund your money".
The natural goal should be to handle the issue on the spot. If they're not a repeat offender it's more likely there was a break in the chain that needs some love and promises could lead to further escalation. With any promises make sure it's seen through, but any holes in training, protocol or resources should also addressed compassionately.
Lead with what you can do. Tell the customer what you can do and preferably offer options that the customer gets a choice of. If the customer wants something that you can’t do, offer to reach out to someone who could make that happen.
In my experience, I list a number of options based on the likelihood of it completely solving the problem and satisfying the customer. The customer will often agree on the first choice, but if they don't, you have other suggestions in the back pocket. If all else fails, your last option can always be to get a manager or someone that specializes in the issue in question.
Offer initial reaction solutions in earnest but don't stop there. Take the time to do research and come back with more in depth suggestions and build off of the initial ones. Never offer a lower cost option that will not remedy the issues under the guise that it will. Give a fair cost and if the issue truly was because of you or your product/service, offer a discount. Extend the contract you have with them. Make it right for them in a way that rebuilds the trust. A client needs to be able to trust you when you give an opinion and a tell them they need to make a purchase
"Offering Supportive Solutions" The final stage in dealing with a challenging customer is proposing a solution that meets their expectations and needs. Clearly lay out the steps you intend to take to address their issue, set a realistic timeline, and ensure they agree with your proposed strategy. If feasible, provide alternative solutions, and underline the benefits and value of your proposal. For example, it's more constructive to say, "We can replace the product for free and ship it to you within two days," instead of saying, "We can't refund your money."
The fourth step to deal with a difficult customer is to follow up with them after you have implemented the solution. You should contact them to ensure that they are satisfied, thank them for their patience and cooperation, and ask for their feedback. You should also apologize again if necessary, and assure them that you will prevent the issue from happening again. By following up, you can show the customer that you care, appreciate, and respect them. You can also strengthen the relationship and increase the likelihood of repeat business and referrals.
Feedback is so important, as it helps you serve customers better in the future. Always check in on a customer and make sure that the solution worked and let them know that you appreciate them being patient and understanding during the process.
“Follow-up and Confirm Satisfaction" The fourth step in handling a challenging customer involves following up with them post-implementation of the proposed solution. It's crucial to reach out to them to confirm their satisfaction, extend gratitude for their patience and cooperation, and solicit their feedback. An additional apology may be extended, if necessary, with assurances that preventative measures are being implemented to avoid a recurrence of their issue. The follow-up demonstrates your commitment, appreciation, and respect towards the customer, further solidifying the relationship and increasing chances for repeat business and referrals.
Make sure the remedy you put in place was what they needed. Following up with them shows you are their partner and you have their best interest in mind. That is the way you begin lasting business relationships and keep the lasting ones healthy
Follow up is essential. I always make sure that after every meeting, every concerned phone call etc that there is follow up. Whether it's an email summarizing what we talked about. A phone call later with an action plan. Or even just to check in. No follow up makes an assumption their concerns weren't really a concern when that's not the case.
Be honest. Don’t lie or make up stuff. Apologize again and if they didn’t yell at you let them know you understand they are stressed and thank them for not yelling at you.
The fifth step to deal with a difficult customer is to learn from the experience and improve your skills and processes. You should reflect on what went well and what went wrong, and identify the areas where you can improve. You should also seek feedback from your manager, colleagues, or mentors, and apply their suggestions and best practices. You should also recognize your achievements and reward yourself for handling a difficult customer successfully.
"Learn and Improve" The fifth step in this process demands learning from these experiences to enhance your skills and processes. Reflect on the successful aspects and areas of improvement, and pinpoint where you could perform better. It's also advantageous to solicit feedback from your manager, peers, or mentors, implementing their suggestions and best practices. Acknowledging your achievements and rewarding yourself for successfully navigating a difficult customer interaction is equally important.
I often like to discuss these situations with colleagues to gain their perspective of the situation as well. Often I may miss something that they might catch or see differently on how to solve. Sometimes talking about difficult customers comes across as complaining but I honestly do it for the feedback. I do not have all the answers I am always looking to learn and grow and who else to turn to than my colleagues.
The sixth step to deal with a difficult customer is to take care of yourself and manage your stress and emotions. Dealing with a difficult customer can be draining, frustrating, and exhausting, and it can affect your mental and physical health. You should practice self-care and coping strategies, such as taking a break, breathing deeply, exercising, meditating, or talking to someone. You should also avoid taking the customer's behavior personally, and remind yourself that you did your best and that you are not alone.
I was a 911 operator and dispatcher for 20 years. I took calls for highly emotional appointments for women's Healthcare for the last 6 years. I had to remind myself sometimes that it's not about me. They were never mad at me, they were mad at thier situation.
Self-care is massively important. Vent up not laterally. After dealing with a difficult customer that left you rattled, vent it out with your manager to help facilitate letting it go.
So many people 'put the world on their shoulders' and 'don't have time for self care but find they have less and less patience and begin to doubt their decisions more and more. That's because most of us are stuck in fight or flight mode where healing turns off, inflammation turns up and cognitive reasoning slowly dies in a competitive intellectual world. Many think they can't afford the time for effective self care when the truth is they can't afford not to.
Don't beat yourself up too much. Take an inventory of what happened and learn from the experience. This will not be the last time someone is irritated with you or your service/product. Do your best to deliver with every client. There will be times you come up short, but you can know you did your best. Clients will see that and will generally take that into account when you are working to resolve the issues together
“Prioritize Self-Care" The sixth and final step in dealing with a demanding customer involves self-care and management of stress and emotions. Interactions with difficult customers can be mentally and physically draining, causing frustration and exhaustion. Engage in self-care and stress coping strategies such as taking breaks, deep breathing exercises, physical activity, meditation, or discussing the matter with a confidante. Avoid personalizing the customer's behavior, and remind yourself of your best efforts in the situation and remember you are not alone.
The best thing you can do when dealing with an irate customer is to be diplomatic. It's important to be respectful of the customer, but you must also be respectful towards yourself. Being yelled at can be part of the job, but being threatened, cursed at, or physically touched is NOT ok. Don't stay in an unsafe situation; get someone else involved for help.
Firstly, one thing I've found to be useful is to be aware of your own internal bias and the barriers it can create. When someone approaches you do you find you have more energy for one type of person over another? Do you find that certain people rile you up more? Pay attention to every interaction and be mindful of when you are able to practice patience and resilience during customer care. Sometimes it's not the person but our response to them that can make situations worse. Bias can hinder our ability to hear and can generate a lack of empathy. Secondly, know your limitations. If you have been empathetic and helpful and they still don't want to know.. Politely walk away. You're not going to make anything better by absorbing the anger.
With all my training in TQM and customer service and having a natural ability for both calming down upset or disgruntled customers be it in person. When ever I receive complaint in a letter, email or in person,it really helps me when I keep all my attention focused on them. Ask probing questions in a clear to understand ,calm even volume voice, acknowledge them when they reply and always keep eye contact. Do show them step by step the process some customers are visual others are by actions. Do not get distracted this just upsets them even more. I have a genuine smile and I always thank them for taking the time to voice their opinion. Always think how you would like to be treated if the roles were reversed. And do offer a genuine apology.
It's important to never take personally anything the customer complains about, even if they attack you personally or directly, sometimes they are venting. It's about doing business in a professional manner at all times. Listen carefully, find a solution if you can, if not, sometimes you have to say "no" in a kind or indirect way, or "I'm sorry you feel that way" and apologize if necessary. Bring a manager into the conversation if you need help solving the problem.
1. Identify what the expectations were that they believe are not aligned with your offer or your approach . 2. Confirm your understanding of their view ( I see what you see) 3. Is their view realistic ( we could do that (if it is possible), or if impossible we would like to do that had it not been for ( state fact preventing you) 4. Rapport should be reestablished… confirm their goal at the outset, refocus them, move forward.