how to deal with difficult customers?

Answer 1

Customers are the lifeblood of any business and should be treated with respect and understanding. When faced with a complaint, it helps to first be attentive to the customer's complaint, ask questions to clarify his or her exact complaint, and offer to help.

If it is in your power to resolve the issue, why not solve it immediately? If you can't solve it immediately, ask the customer for contact information and promise to get back with them--then do it.

The biggest problem organizations face when dealing with customer complaints is the perception we often create of not caring. Show empathy for your customer and actually put some effort into helping him or her. Cusotmers who complain can be your worse enemy, or your best source of referral business. It all depends on how you handle the situation.

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Answer 2

More info would be nice, but in a nutshell keep them happy.

If you want to keep that customer keep them happy, if there is a disagreement try to come to a mutual understanding and make the "problem" go away.

If the customer is really difficult, you need to find that fine line where you just say I don't need you as a customer and send them on there way. You also have to realize that you may loose any friends or family this person might have as customers as well.

Answer 3

don't take anything they say personally... they are mad at the product/service, not you necessarily....

don't blame your co-workers, but if there was a misunderstanding, don't let it all fall on you, deviate the fault. Make them and your supervisor help you.... chances are if enough people talk to the customer, they will calm down by one of them...

cover your a**... if they ask or you think they wrote down your name, make your supervisor file a counter-report so if the powers that be above you have questions regarding the incident, they can at first read the report....

be the eye of the hurricane.... keep calm. Everyone has an expectation of how they should be treated, so learn people and change your attitude in those situations accordingly

Answer 4

Listen to them and their complaints. One thing that makes a customer angry is when an employee does'nt listen to the complete story (if there is one). Anyway, you don't have to like them just listen and be friendly. Apolize for the long wait, even if its not your fault. Pamper them, so they can calm down and get out of your face. Ha ha. No, really it does work to be friendly with them. Most often they end up apologizing for being difficult.

Answer 5

Customers are only difficult if they don't get what they want, so to deal with them effectively you should give them what they want. What other answer can there be?

Answer 6

You have to do what's right for the company, therefore the customer is always right. If you can't deal with a specific customer, have your supervisor or manager take over.

Answer 7

9 out of 10 times the customer is wanting something for free especially when their purchased product has gone bad.

Answer 8

Carefully, with patience. Repeat what they say ask how can I help you further? Can I get a Supervisor? Just listen and get away from them if they are nuts. Excuse yourself. Smile. Once away from them scream to your pals or boss but never the customer.
Good luck. That's my take.

Answer 9

I've worked as a CSR for years.. I found that if you were that much nicer to the mean clients, be a bit more understanding, the majority of them stop being so hard on you.

Answer 10

First listen very patiently, Let him know you understand by repeating some of his words in form of a question, and then tell him he is right. End of discussion
This works on any angry person.