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WINTER 2016
7
SOLUTIONS
7 Steps
for Dealing With
Difficult Customers
1. Keep your emotions in check.
Customers
may make disparaging and emotional remarks; don’t
rise to the bait. Instead, handle the exchange with poise.
Remember that employees and other customers may hear
the conversation.
2. Listen actively.
The most important step in this
process is listening to what the customer says about
the grievances. Begin with a neutral statement such
as, “Please tell me what happened.” Then give the
conversation your full attention and don’t allow anything
to interrupt it.
3. Restate the problem.
In your own words, repeat
the customer’s concerns to make sure you’ve identified the
problem correctly. This also shows the customer you were
listening carefully, which can help lower the levels of
anger and stress.
4. Express empathy and apologize.
Demonstrate
by your words and tone that you understand why the
customer is upset. For example, you could say, “I understand
that your order was not delivered to you on time and the
lateness caused problems for you. I apologize that we didn’t
fulfill our promise.”
5. Ask for the desired solution.
Instead of instantly
offering your own solution to the problem, first ask the
customer what would make him/her happy. This shows you
are serious about righting the wrong. You may or may not be
able to give the customer exactly what’s requested, but at least
you have a place to start developing the solution.
6. Follow up with the customer.
A few days after
you believe the solution has taken place, call to check on
the customer’s satisfaction. This shows you cared enough to
follow up and helps set the stage for a stronger customer
relationship going forward.
7. Learn from complaints.
There may be a valuable
lesson buried in the words of angry customers. Is there
an employee that needs additional training? Does your
work process need to be streamlined? Is it time to update
your technology? Pay attention to the issues raised by
customers and look for ways to reduce the likelihood of their
occurrence in the future. Your business will be better for it.
Dealing with difficult customers can be, well,
difficult. But if handled with care, these conver-
sations can actually lead to stronger customer
relationships and a more successful business.
It’s a common challenge in the business world—a customer who’s angry about an unsatisfactory
product or service. He or she may even be rude or threatening while talking to you. To diffuse the
situation and ultimately arrive at a positive conclusion, follow these steps: