Customers can be challenging sometimes, we’re not going to lie. How they act, however, is not the subject of this article. It is how you act during a challenging customer interaction that we want to focus on because that is the defining moment for any customer-facing individual. Here are a few tips on what to do when the situation comes to pass; and it will.
Have you ever been angry for whatever reason and someone told you to relax? How did you feel? Exactly. A customer who comes to you, eyes blazing, voice shaking because they feel you failed them in one way or another, does not want to hear the word relax. Take your customer away to a secluded place if possible.
Now listen to everything they have to say and understand that they are only human and have a right to be upset.
So you’re patiently and actively listening to your customer as they narrate their disappointment with your products/services. What should you do next? Practice empathy. Imagine it was you going through the same challenge. Be sure to repeat back to the customer what they’re saying so that they know you’re listening actively.
You will find that a simple apology to a customer is enough to calm them down. However, you have to read the situation. Say you’re sorry when the customer’s anger has died down. If you’re not careful, your apology will only make things worse.
Now there’s nothing worse than denying your customer a helpful and relevant solution when that’s exactly what they need. Say you’re a bank manager and one of your tellers forgot to process a cheque for a customer. The customer comes into the bank angry and demanding to speak to you. After they share their concerns, you tell them, “Unfortunately, there’s nothing we can do about that.” You will never see that customer again.
Make sure whatever solution you give your customer compensates them for any inconvenience caused.
What are some of the things you do when dealing with a difficult customer? We’d love to hear about it in the comments below.
Good tips for dealing with a “challenging” customer, thank you.
Thank you Nicodemus. We found the tips very practical and thought to share.
Have a great weekend ahead.