The phrase “the customer is always right” may seem a bit untrue, especially if you are a business owner. While customers may not be exactly right, it is still important to make sure you treat every customer with respect. Difficult customers are a part of working in business, and providing exceptional customer service will certainly help improve your business and your customer retention rate. Here are some of the top ways to help deal with difficult customers and to improve your business.
Listen to their Concerns
It is crucial that every employee listens to the concerns that the customer has. Oftentimes, the customer may be right about the issues that they are experiencing and they simply are unable to communicate it properly to the employee. This can lead to increased frustration for everyone. Try your best to listen to the concern and understand what they are saying. Nod your head every so often so that the customer, no matter how difficult they are, knows that you are listening.
Empathize with Customers
Another important thing to remember when dealing with a difficult customer is that they are human too. When someone is having a rough day or is not happy with the service or product, they want empathy. Whether you agree with the situation at hand or not, you should always empathize with the customer. A little empathy goes a long way and should be taught to every employee in an organization.
Act as if Every Customer is Watching
With the increase in social media, you never really know who is watching you and the interactions that you have. Too often, difficult and angry customers take to social media to voice their concerns with a business. This can cause severe negative publicity and hurt the profits that your business sees. Therefore, it is essential that you always act as if every customer is watching you. This will ensure that you are doing what is right and treating each customer with the utmost respect.
Do Not Lose Your Cool
It can be easy to yell and scream out of frustration. This is the absolute last thing that you should ever do. When dealing with difficult customers who are complaining, unable to make up their minds, or simply want to yell at someone, it is best to walk away if you cannot control your own emotions. If the customer is getting the best of you, find another employee to help instead and take a five-minute break.
Know the Right Time to Give In
Sometimes, it is easier and more cost-effective to just give in to the customer. Whether they are asking for a refund or just complaining, your best option may be to just give in to what they want. This will often satisfy the customer and help them return as a repeat customer in the future. In addition, it will save you time and prevent you from getting angry. Knowing the right time to give in is one of the most difficult things to judge, and you may need manager approval or assistance when determining when the right time to give in is.
Dealing with a difficult customer is incredibly challenging and no one wants to do it. Regardless of how you feel about a particular situation or customer, it is incredibly important that you always remain calm and never yell. Whether you are a small business owner or the CEO of a large corporation, every person in the business needs to be trained on how to deal with customers. This can help ensure that your business does not receive bad publicity and becomes known as a business that offers exceptional customer service.