5 Simple Tips For Dealing With Nasty Customers
You've probably heard it all if you've been in business for a while! You know, the angry customer who threatens to sue you over the $19 product they insist is fake; the one who threatens to "shut your business down" because they suspect you may have violated your privacy policies; or the one who completely abuses your money-back guarantee. The person who calls and yells profanities into the phone for no apparent reason has to be my favorite.
Even though it doesn't happen frequently, if you want to be in business, you will occasionally come across crazy people. Some can be diluted, while others cannot. That is simply the course of events in business.
There are some straightforward methods for handling angry clients without giving yourself an ulcer over them or telling them you wish they had cancer and died!
1. Don't let it get to you
There is one characteristic that almost all unfavorable clients share. They attempt to harm you personally. Being called names is not unusual. If you take it personally, you might yell at the customer, which won't solve anything and is likely to make matters worse. Try to defuse the situation and, in a sense, kill the anger with kindness. If that doesn't work, request that they get in touch with you once they've settled down and are willing to talk logically. Refuse to talk to an agitated customer. Abuse is never something you have to put up with.
2. Be careful not to overuse the "customer is always right" maxim.
The customer is always right is a mantra you'll hear throughout customer service training. While to some true extent, there are times when they are simply wrong. Always make an effort to accommodate customers as much as possible, but do not let that idea go too far.
3. Acknowledge that it isn't always your issue
Sometimes people are just having a bad day and want to vent on someone. One of these is frequently a vile, ugly customer. If you pay attention to their ranting, then politely respond by telling them When you show someone that you sympathize with their frustration and that you want to work with them to find a solution, you can often diffuse their rage and reveal the logical person underneath.
4. Avoid falling for fear-based bluffs.
Even if it means losing money or caving into unreasonable demands, some businesspeople in customer service tend to do anything to avoid the potential harm of a threat. When you are threatened, take the threat's veracity into account. Do you believe that someone will spend thousands of dollars on legal fees to sue you for a small transaction? Probably not. Again, try to be flexible within reason but resist caving to baseless threats.
5. Be ready to make a choice. whether or not a client relationship is worth preserving.
You may have heard the saying that one satisfied customer will tell one person about your company, whereas ten or more unsatisfied customers will. Without a doubt, word-of-mouth advertising can help or hurt your company's exposure. The idea that "the customer is always right" has its roots in this. Restoring a customer relationship is preferable if it is possible, but only within reasonable limits.
