How to Deal with Difficult Customers.
You're bound to encounter difficult customers from time to time. They may be angry, upset, or just plain challenging to deal with. But don't despair, there are ways to deal with difficult customers and come out ahead. Here are some tips:
Listen carefully. Let the customer vent and really listen to what he or she is saying. This can be difficult, but it's important to try to see things from the customer's perspective. Empathize. Acknowledge the customer's feelings and let him or her know that you understand. For example, you might say something like, "I can see that you're really upset. I'm sorry that we didn't meet your expectations." Apologize. If you or your company made a mistake, admit it and apologize. This can go a long way toward diffusing the situation. Be patient. Dealing with difficult customers can be frustrating, but it's important to remain patient. Losing your cool will only make the situation worse. Offer a solution. Once you've listened to the customer and empathized with his or her situation, offer a solution. If the problem can be resolved, do whatever you can to make things right. Follow up. After the situation has been resolved, follow up with the customer to make sure he or she is satisfied. This shows that you care about your customers and their satisfaction.Dealing with difficult customers isn't easy, but these tips can help you turn a negative situation into a positive one.