What do you do if a difficult customer is testing your customer service skills?

As a customer service professional, active listening is key. I've found that with angry customers, they often want to express their feelings, so it's essential to lend them your ear. Demonstrating empathy by responding with phrases like "Yes" or "I can relate to that" shows that you are engaged and understanding. Furthermore, I've discovered that these customers often have an idea of the solution they would prefer. After they've voiced their concerns, I ask them the pivotal question: "What can I do to make this situation better?" By listening to their suggestions and promising to keep them updated on the next steps, I empower them to be part of the resolution process.

Listen first, as Fabien said, remain calm. The goal is not to be impacted by the customer's emotion and to provide him with guidance and re-assurance that yes, this problem is important to us and we are working on it. Prove it too, offer to make the different steps while the customer is waiting on the line, try to go the extra-mile. The worse clients can turn into the best ones with the right care ;)

Essa é, sem dúvida, a mais importante das a??es no atendimento ao cliente. Um cliente irritado que ainda liga para o suporte de uma empresa ainda está interessado em resolver, ouvir atentamente as críticas desse cliente pode fazer você obter insights valiosos para melhorar o seu produto. Escute, demonstre empatia pela dor do seu cliente, pe?a desculpas pelo transtorno causado e encontre a melhor solu??o para o problema, se n?o tiver a solu??o de prontid?o, diga que se esfor?ará para encontrá-la e já agende um retorno para que ele fique mais tranquilo e n?o se sinta abandonado.

Be honest, there was a fuck up, as a client it would suck. However, don't validate when the client goes too far. Be mindful of separating the frustration from the actual problem.

Don't stop there, contact the client after some time, make sure he/she's happy with the outcome. It reinforces that it's a big problem and we're taking care of it feeling, and if the outcome is great, that the client is happy and he gets a call back, expect a great CSAT REVIEW!

When dealing with a difficult customer testing your customer service skills, it's essential to remain calm, patient, and professional. Here's what you can do: 1.Keep your emotions in check and maintain a calm demeanor. Remember that the customer's frustration may not be directed at you personally. 2. Let the customer express their concerns fully without interruption. Show empathy and validate their feelings. 3.m Put yourself in the customer's shoes and acknowledge their frustration. Let them know that you understand their perspective. 4. Maintain a respectful tone and avoid getting defensive or argumentative, even if the customer becomes confrontational.