Smart Tips to Effectively Handle Difficult Customers

Article by Valentine Okolo

Customers do complain when they are unhappy with a situation. These customers may sometimes pour their frustrations on you. You must remain calm and understand that the customer is usually not angry at you but at the situation. In such situations, try to win the customers respect by handling the situation professionally with a view to providing the customer a pleasant experience at the end.

Research shows when people are unhappy they normally don't complain. According to some researches, less than 4% complain and 96% just walk away, never to do business with you again. Unhappy customers tell others about their bad experience. On average, an unhappy customer tells between 10-20 people about his bad experience. This means if 10 customers are unhappy, the chances are that 200 people will hear the story. The damage to your company/business is inevitable.

In order to avoid this, you must learn to manage customer complaints with a view to achieving a positive outcome. So here are smart tips to help you effectively handle difficult customers.

1.       Learn to Control Your Emotions: When handling an irate customer, take a deep breath, keep the smile flowing, maintain a positive body language and demonstrate confidence. You must master the art of Emotional Intelligence.  Do not rush the customer. Allow the customer to vent off. Listen carefully to ensure that you fully understand the situation so that you can work towards providing a solution.

2.       Try to Be Comforting and Demonstrate the Act of Empathy:  This shows the customer that you are concerned about their worry and that you will work towards resolving the issue. Immediately apologize to the customer if you or your organization is wrong and assure the customer that you will work towards resolving the issue.

3.       Be Professional Even in the Face of Provocation: Some customers don’t handle frustrations very well. Such customers may get really upset and complain using a high tone that is discomforting. Remain calm and professional keeping in mind those customer complaints also present sale opportunities.

4.       Consider All Your Alternatives Before Responding:  When responding, be reasonable, firm, pleasant, mature and professional. This demonstrates to the customer that you will always do what is right no matter what. Take time out to think and then respond.

5.       Do More of Listening than Responding: The most successful way to handle such customers is to listen and use your body language to communicate that you are totally concerned.

Article by Valentine Okolo