What do you do if your customer's demands are unreasonable?

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Dealing with unreasonable customer demands can be a challenging aspect of customer experience management. You're committed to providing top-notch service, but what happens when a customer's request goes beyond the pale? This situation not only tests your patience but also your ability to maintain professionalism while ensuring the relationship remains positive. Here's how to navigate these tricky waters without compromising service quality or your own principles.

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Camilo Rivera

Global Customer Experience Sr Director @Nowports - CX | Customer Support | Technology | B2B | B2C | Customer Success
Rodrigo Rosa, CCXP

Top Customer Experience Voice | Diretor de CX e Opera??es | Transformo a VOC em ferramenta estratégica poderosa |…
Qarina Mistry

Associate Director @ Updapt | ESG Tech Co.

1 Acknowledge Feelings

When faced with unreasonable demands, your first step is to acknowledge the customer's feelings without immediately conceding to their requests. This shows empathy and can often diffuse tension. By saying something like, "I understand why that would be important to you," you validate their emotions. It's crucial to remain calm and collected, as this can set the tone for the rest of the interaction. Remember, the goal is to maintain a positive customer experience, even if you cannot fulfill the demand.

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Camilo Rivera

Global Customer Experience Sr Director @Nowports - CX | Customer Support | Technology | B2B | B2C | Customer Success
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This is a very commun issue so it's key and you and/or your team are trained. First, listen as much as you can, then remain calm and empathetic while firmly establishing boundaries. Politely explain any limitations or constraints, and offer alternative solutions or compromises whenever possible. If the situation escalates, involve a supervisor or manager to provide support and help find a resolution. Remember to prioritize maintaining a positive relationship with the customer while also upholding the integrity of your business policies and values.

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Qarina Mistry

Associate Director @ Updapt | ESG Tech Co.
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When faced with unreasonable customer demands, listen attentively to their concerns and clarify expectations to ensure mutual understanding. Offer alternative solutions within your company's capabilities and seek compromise where possible. If the demands are truly unfeasible, politely explain the limitations and propose alternatives. Document all interactions and escalate the issue if necessary, maintaining professionalism throughout. Strive to find a balance between customer satisfaction and upholding your company's policies and standards.

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Luan Campos ?????

Customer Success Analyst | SaaS | B2B2C | e-commerce & checkout
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O primeiro passo é ouvir com aten??o e sem julgamentos. Isso garantirá que você terá insumos necessários para entender a dor do cliente na primeira oportunidade - mas n?o necessariamente que isso irá acontecer. Para conseguir obter concordancia com a pessoa consumidora e ajudá-la no processo de educa??o, é necessário deixá-la falar sem interrup??es. Depois disso, é importante fazê-la perceber que você busca entender como isso a está afetando e que você se importa. Seguindo esses passos fica mais fácil obter concordancia e oferecer a resolu??o.

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Aline Pitondo Monteiro, CX, PMP

Experiência do Cliente e Atendimento | Mentoria e Consultoria para estratégia de CX e Atendimento | Jornada do Cliente e do Servi?o | SAC, Ouvidoria e CSC
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Com calma, paciência, empatia e escuta ativa, esclare?a as expectativas. Se o cliente continuar a fazer demandas n?o razoáveis, seja firme e diga n?o, mas esteja aberto a negociar e buscar uma solu??o justa para ambas as partes. Com as defini??es, documente tudo, tanto para a empresa quanto para o cliente. Em ultimo caso, se necessário, encerre o relacionamento do cliente.

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Gaurav D.

Operations Manager @ Nimbus BPO Limited | Customer Success, CRM |LSSGB |NLP
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When faced with unreasonable customer demands, it's essential to first listen attentively and empathize with their concerns. Then, calmly explain the limitations or constraints that prevent meeting their demands while offering alternative solutions or compromises that align with their needs as much as possible. It's crucial to maintain professionalism, set clear boundaries, and escalate the issue to a higher authority if necessary, ensuring that the customer feels heard and valued while also upholding the integrity of the business.

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2 Set Boundaries

It's essential to set clear boundaries with customers while remaining respectful and professional. Politely explain what can and cannot be done, focusing on the solutions you can offer rather than what you cannot provide. This approach not only establishes limits but also helps manage customer expectations moving forward. Communication is key here; make sure to articulate your company's policies and the reasoning behind them, which often helps customers understand the situation better.

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Marco Rodríguez

Key Account Manager || Gerente de Cuentas Clave || Product Manager || ? Bakery || B2B || Sectores: Horeca, Food Service, QSR, e Institucional
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En mi experiencia, descubrí que establecer ??í?????????? ???????????? en las ventas es clave para relaciones saludables y productivas. ?? Define tus límites claramente desde el inicio. La transparencia es importante para evitar malentendidos y construir confianza. ?? Aprende a decir 'NO' cuando sea necesario. Protege la integridad de tu servicio y evita compromisos insostenibles. ?? Busca interacciones con personas que respeten tu trabajo. Esto mejora la calidad de las negociaciones y conduce a acuerdos más satisfactorios. ?? Gestiona las expectativas. Comunicar claramente lo que pueden esperar de tu servicio ayuda a evitar malentendidos. ??Comunica con asertividad. Expresar tus puntos de vista de manera respetuosa y honesta.

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3 Offer Alternatives

When saying no to a customer, it's helpful to offer alternatives. This demonstrates your willingness to help and maintains a positive customer experience. Suggest comparable services or products that meet their needs within reasonable bounds. By providing options, you're showing that you're still invested in finding a solution for them. It's about finding the balance between being accommodating and realistic.

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4 Stay Professional

Maintaining professionalism is critical, especially when customers become difficult. Keep your tone polite and your language neutral. If a customer becomes agitated or confrontational, it's important not to mirror their behavior. Instead, remain the voice of reason, which often helps de-escalate the situation. Your professional demeanor reflects on your company and can turn a potentially negative experience into a testament to your commitment to quality service.

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5 Follow Up

After the interaction, follow up with the customer to ensure they feel heard and valued. This could be through a personalized email or phone call. The follow-up is an opportunity to reiterate any solutions you discussed and to show that you care about their satisfaction. It's also a chance to mend any bruised feelings and to reinforce that their business is important to you, even if you couldn't fulfill their initial demand.

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6 Learn and Adapt

Lastly, use these experiences as learning opportunities. Reflect on what happened and consider if there are any changes that could be made to prevent similar situations in the future. Training staff on how to handle such scenarios can be beneficial. Additionally, customer feedback, even when it's challenging, can provide insights into potential improvements in your product or service offering.

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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?

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Rodrigo Rosa, CCXP

Top Customer Experience Voice | Diretor de CX e Opera??es | Transformo a VOC em ferramenta estratégica poderosa | Engajo equipes com paix?o, propósito e empatia | Crio jornadas cativantes | Guio centralidade no cliente
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What we, as a company, consider unreasonable may not be so. I'm referring to the reasons behind his dissatisfaction or concern. It could be an unmet expectation, a previous experience, or any other factor influencing customers' perspective. This should indeed be taken into account when addressing the case and proposing a solution. I’ll give an example: stating a 5-day delivery timeframe but consistently delivering in 1-2 days). Consumers tend to ignore the stated 5 days and assume a 1-2 day delivery, so if it takes the full 5 days, the consumer will be dissatisfied, and their complaint is justified. Active listening allows us to offer alternatives, learn, and enhance our processes to prevent dissatisfaction in the future.

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Luan Campos ?????

Customer Success Analyst | SaaS | B2B2C | e-commerce & checkout
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Depois de seguir os 5 passos acima descritos, é salutar ressaltar a importancia de ser transparente e ter as expectativas alinhadas com as pessoas consumidoras. Isso garantirá que, embora a resposta dada n?o seja a resposta querida pelo cliente, est?o todos na mesma página e cientes de tudo que será feito para que as necessidades sejam atendidas. é a mesma lógica do prazo: é melhor oferecer um prazo real, embora um pouco maior, a um prazo menor que n?o vai ser respeitado e deixar o cliente frustrado.

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What do you do if your customer's demands are unreasonable?

1

2

3

4

5

6

7

1 Acknowledge Feelings

2 Set Boundaries

3 Offer Alternatives

4 Stay Professional

5 Follow Up

6 Learn and Adapt

7 Here’s what else to consider

Customer Experience

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What do you do if your customer's demands are unreasonable?

1

2

3

4

5

6

7

1 Acknowledge Feelings

2 Set Boundaries

3 Offer Alternatives

4 Stay Professional

5 Follow Up

6 Learn and Adapt

7 Here’s what else to consider

Customer Experience

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