While the customer may always be right, it does not necessarily mean that they are always easy to deal with. If you have ever worked in customer service, you know that some customers can be downright unruly. However, if you want to keep your job, you have to deal with them. The good news is that there are a number of techniques you can utilise to successfully deal with less than happy customers, even when you simply want to tell them to leave.
Listen
This is extremely important. You should never try to talk over your customers, or to argue with them. Be sure that you allow the customer to say what they have to say; even if you are completely aware of what is about to come out of their mouths and even if they do not have accurate information. When you listen, you are also going to be able to build a rapport with the customer.
Use Empathy
You need to put yourself in the shoes of the customer and let them know that you understand the position they are in and the situation they are facing. When you can identify with your customer’s problem, you will be able to better calm them down. Nod while speaking with them, let them know that you understand what they are saying without even saying anything.
Talk in a Lower Tone
If the customer you are talking with begins to speak louder, then you should begin to talk in a lower tone. When you have a clam demeanour, it will help to settle them down as well. When you approach their situation in a calm way, then their anger and volume will typically disappear.
Remember, there may be an Audience
If you remember that there are others around, seeing how you handle the situation, it will help to shift your perspective. You need to show that you care and want to help the customer, which will reflect positively on you, as well as the business.
Know when it is Time to Give In
If by not giving in to a customer you are going to have to spend two hours listening to them and risk a negative review, then it may be in your best interest to simply come up with a compromise. Remember, the interaction you are having is not typical and that you are having to deal with the exception.
When it comes to unruly customers, learning to deal with them is essential. More information can be found about difficult customers and how to handle them by visiting the Conflict Resolution Training & Consulting website.
