Working in the field of customer service, I deal with a variety of difficult customers. There are those who can get along well with your colleague, but their personality you simply rub the wrong way. Then there are those who are difficult to treat for everyone. But perhaps the most difficult type of customer is one who is simply angry and ensure that everyone they speak is aware of their anger until their problem is resolved.
Whatever type you are dealing with, research indicates that customers who complain are still likely to continue to do business with your company s' they feel they have been treated correctly. An estimated 0% of customers who believe they have been wronged never complain, they simply take their business elsewhere. Here are some suggestions to help you cope with a difficult customer and keep their business:
- treat them with respect. Contrary to the customer, you are not angry that you are in control of your emotions. If you lose this control, the situation can go from bad to worse.
- See empathy. Put yourself in the client's skin and try to understand why they are angry. Whether or not the complaint is valid, your response must always be firm but compassionate. If the customer feels that you really care about their situation, they can calm down and be more rational.
- Listen. This can be a very difficult task, but most angry customers just need to vent their frustration and will usually calm down a bit. Interrupting most likely will not help the situation. After allowing the customer vent, try a simple line "I understand your frustration or" I'm sorry you have this problem, "followed with," I will do my best to help you solve this problem. "
- Avoid blame. Obviously, you never want to place blame on your client as this will most likely inflame their anger. On the other hand, you do not want to accept the blame on you or your business as this could lead the client to the question of the competence of your company. Just let the customer know that you will try your best to solve their problem.
After dealing with a difficult customer, take the time to do a breathing / short calming exercise. This will help you clear your mind so that your prospective customers will not feel the effects of the previous situation.
These are just some suggestions to deal with difficult customers or angry. What works for you?
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