What do you do if you encounter demanding customers in your new customer service role?

1 Listen actively

The first step when dealing with a demanding customer is to listen actively to their problem or complaint. Active listening means paying attention, showing empathy, and avoiding interruptions or distractions. By listening actively, you can show the customer that you care and that you are trying to understand their situation. You can also gather important information that will help you resolve the issue or offer a solution.

2 Stay calm and polite

The second step when dealing with a demanding customer is to stay calm and polite. Even if the customer is rude, aggressive, or unreasonable, you should not respond with anger, sarcasm, or defensiveness. This will only escalate the conflict and damage your reputation. Instead, you should keep your tone and body language respectful and professional. You can also use positive phrases, such as "I appreciate your patience", "I apologize for the inconvenience", or "I understand your frustration", to diffuse the tension and acknowledge the customer's feelings.

4 Provide a solution or alternative

The fourth step when dealing with a demanding customer is to provide a solution or alternative that meets their needs and expectations. After listening to the customer and following the protocol, you should be able to propose a solution or alternative that addresses the problem or complaint. You should explain the solution or alternative clearly and confidently, and emphasize the benefits and value for the customer. You should also ask for the customer's feedback and confirmation, and make sure they are satisfied with the outcome.

5 Thank the customer and follow up

The fifth step when dealing with a demanding customer is to thank the customer and follow up. After providing a solution or alternative, you should thank the customer for their time, cooperation, and understanding. You should also express your hope that they will continue to do business with you or your company. You should also follow up with the customer after a reasonable period of time, to ensure that the issue is resolved and that they are happy with the service. You can follow up by phone, email, or text, depending on the customer's preference and convenience.

6 Learn from the experience

The sixth step when dealing with a demanding customer is to learn from the experience. Dealing with demanding customers can be stressful and challenging, but it can also be a learning opportunity. You can reflect on what went well and what went wrong, and identify areas for improvement. You can also seek feedback from your colleagues, supervisors, or managers, and ask for advice or support. You can also use the experience to develop your customer service skills, such as communication, problem-solving, and empathy.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?