How to Deal with Difficult Customers

How to Deal with Difficult Customers via Pixabay Types of Difficult Customers Difficult customers can come in many shapes and sizes. They don’t always have to be the angry person screaming at an employee. Sometimes it is the customer who loves to talk employees’ ears off and keep them from doing their work. It can also be a customer who is indecisive, which can take up an employee’s time when they have other customers to help. Then, of course, you have the impatient, demanding, and angry difficult customers. It’s important to identify which type of difficult customer you have to deal with to decide how to react to them and handle their situation. Know Your Customer If you have been working in your industry for a little while, you probably have an idea of what kind of customer you are dealing with. First, identify which type of difficult customer you have. If they are impatient, apologize for the wait. Maybe they are demanding or angry and you have to approach the situation differently. Second, you must identify what they want. This will help you to figure out a solution to their problem. If you know what they want to get out of their experience, it will put you one step closer to ending with a satisfied customer. via Pixabay Stay Calm The worst thing you can do when dealing with difficult customers is losing your cool. It’s important to stay calm and keep control of the situation. Imagine what would happen if an employee started yelling at difficult customers or broke down in tears. Nobody would be happy and a solution would never be reached. To stay calm, take deep breaths and speak slowly in a controlled voice. Don’t raise your voice, but talk in a low tone. Speaking in a lower tone than your customer will help to keep them from yelling and making a scene. Listen Attentively To know how to help difficult customers, you must know what they are upset about. Listen carefully and attentively to what they are saying. Show them that you are actively listening by maintaining eye contact and nodding in understanding. Take notes of what they are saying if necessary. Never interrupt the customer. Wait until they are finished to respond. Show Empathy Make difficult customers feel like you understand what they are upset about by showing empathy. This can be shown through your words and body language. You don’t want to show your customer that you are defensive by standing with your arms folded. Instead, keep your body open and face difficult customers face on. Apologize Sometimes all difficult customers want to hear is “I’m sorry.” It may sound silly to throw a tantrum just to receive an apology from an employee, but people have done crazier things for much less. If an impatient customer has been waiting in line for too long, a simple “I’m sorry about the wait. Let’s get you out of here quickly,” can change their whole attitude. An apology doesn’t always make everything better depending on the customer and the situation, but it is always good to say. via Pixabay Offer a Solution If difficult customers are complaining about something, it’s your job to offer them a solution or point them in the right direction of one. If you have the authority to put their coupon through or make a return, then do it. If they request something that it out of your control, it’s best to call someone over who does have authority over you such as a manager or supervisor. Always try to offer a solution to difficult customers. Don’t Take it Personally It’s easy to get emotional when difficult customers are yelling at you, especially when you didn’t do anything to make them angry. Remember not to take it personally. They are not yelling at you. You just so happen to be there. It isn’t about you, it’s about the customer. Handle Difficult Customers With Ease When you implement these strategies when dealing with difficult customers you will be surprised at how easy it can be. When you identify the type of customer you are dealing with, you will know how to handle them and offer a solution quicker. Always apologize and show empathy through your words and body language. Lastly, remember to never take it personally.