Everyone thinks that customers are always right. However, that doesn’t mean that all customers are easy to deal with and are easy to please. Have you worked in a contact support company?
If so, you can surely attest to the hardship of providing one hundred percent quality customer service to unruly customers. But, if you want to stay in business, you still have to find ways on how to deal with them without losing them in the long run.
In this article, we cited tips on how to handle difficult demanding customers and answer questions like How do I establish rapport?. Here are some of those:
Listen, first and foremost
Don’t fall into the mistake of talking over and arguing with them. Let the customer vent out. Listen to everything they want to say, even if you already have an idea of what they’re going to say next, or even if they said something that is not right. Just listen. By doing this, you will be able to build rapport with the client.
Speak in a low tone
If the customer raises his voice, especially those who contact for support, try speaking in a calm manner and more importantly, in a low voice. This demeanor will help you as they will adapt to this behavior and will aid them to settle down. The anger of your customer will surely vanish when you let the customer see that you’re calm, and you respond to him or her in a professional manner.
Control your emotions
If the customer is already swearing and is being abusive verbally, don’t let anger overpower you. Learn to control your emotions. Responding in the same way as the customer does will undoubtedly lead to an adverse. What you need to do is to assure the customer that you’re willing to help him or her and that you understand where he or she is coming from and how hard it is for the customer.
Don’t take it personally
Sometimes, due to the frustration and anger of the customer, they get too personal. However, you need to remember that you’re only a representative of the company. The client apparently doesn’t know a thing about your life, and they are just venting out. What you need to do is to address the current issues of the customer.
For example, one employee of a particular company has turned a fuming mad customer into a loyal one. Another great thing about this is when you don’t take it negatively you tend to act more professional and thus, may turn a negative situation into a positive one, like referrals and higher retention rates.
Handling a difficult customer is no joke. You have to listen to them, maintain your cool, and be professional even if the client is a pain. Anyway if you deal with the situation in a positive manner, you’ll surely retain a loyal customer, and in addition to that, referrals may increase significantly.
Do you have any other tips that you can share? Write it down in our comment box!
Credits to the Contributor
Before founding 7th Level Communications, Jeremy co-founded and served as Chief Sales Officer of an online education start-up that he took from zero to $37M in revenue the first year. Previously, he was Vice President of Sales at Wealth Masters International, a provider of personal finance training and educational products. With responsibility for recruiting and training the worldwide sales organization, he increased annual revenue from $12 Million to $75 Millions in three years. Prior to Wealth Masters, Jeremy was Vice President of Sales and the top individual salesperson at Life Path Unlimited. His sales expertise helped propel this personal development training and education company from start-up to a market leader with $55 Million in annual revenue in only two years. Formerly, he was the top salesperson at Liberty League International in the same industry niche, where he was instrumental in the company setting new industry records for sales revenue