how to deal with difficult customers?

Answer 1

For those dealing with "difficult customers," I suggest empathizing with the customer's frustrations rather than taking offense - use understanding as inspiration toward better service. And, to difficult customers," themselves, I say find those who understand, and reach out to them with the courtesy and dedication to which they serve you. (see first link )

Those in customer service postions in retail, hospitality (hotel and restaurants), call centers and government have to deal with difficult customers, angry customers, and just plain rude customers on a daily basis. For customer service staff who are not accustomed to this, or lack the training and knowledge to deal with the difficult, angry and rude, the experience can be stressful and make an otherwise enjoyable job, unpleasant, and even intolerable. (see second link )

Answer 2

The first rule of customer service to remember, is that the customer is NOT always right. When you are absolutely sure that your are right, you must maintain that position no matter what argument the customer uses. However, once a customer begins to lay out their complaint, do not interrupt them. Let them finish, before you ask questions to further clarify details. While many customer complaints are legitimate, and can be resolved to the customer's satisfaction, there are also people out there who deliberate agitators, overly self-righteous, downright dishonest, and the worst of all, the condescending customer who smiles,and says they "understand the difficulty of your job" while they feed you a song and dance routine.
How to deal with these undesirable types is another thing. While difficult customers are time consuming, and repetitive, always maintain your composure, and a professional attitude. Never allow a customer to talk you into discussing the matter in private, because they are looking to back you into a corner, and cut off you off from supervisor support. They could be trying to get you to make a decision in their favor which could be in violation of company policy, and no witnesses to what is said. Then it's a case of your word against theirs. Alway do it at a customer service area where other employees are present, where there are always a second pair of eyes and ears to what happens. If you've noticed, you will never see only one person at a customer service department. There are always two or more employees present.
Customers may go away mad, that's a fact of life. However, the matter will be settled. As soon as a custormer resorts to foul language, or insulting remarks, it's time to end the conversation, hand them a business card with the regional customer service contacts, and if necessary, put space between you and the customer, by moving back a foot or two from the customer service area, while remaining in sight so the customer doesn't get the impression you going to leave them hanging.
If a customer takes it further, and makes any attempt to threaten you with any kind of physical action, or the possibility of lawsuits, whatever, the customer basically forfeits his right to disagree with company policy or compensation ( unless your company does get sued, and a judgement is made in favor of the customer), and you state very clearly the conversation is over. Do not go into any of these politically correct protests, such as " your actions really offends me", or "Please stop, as you are being offensive." You'll probably get laughed at, or make the customer worse, as it sounds like criticism, even if it is true. It also sounds like a trained response, or you're whining. Back away, and call a supervisor, or another employee as a witness to anything further. If the customer continues to intiate any further action, call the police, or whatever security staff available and have the person escorted from the building. If the customer still wishes to pursue the matter they can do it in writing.

Answer 3

Always listen.
They have a reason for being unhappy.
When you figure out what the problem really is:

First and always first repeat the problem (part) that you are going to work on, explain how you are going to work on it and who you will pass it too if you can not resolve it.

Second, the parts that are out of your control and or not something the customer is entitled to have "fixed" is harder.

If the problem can be resolved by another dept in your company - give them everything they need to go to that dept. If it is a light day walk them there. (reason is you can explain the problem better them the customer)

If the problem has nothing to do with your company, you can explain it or pass it up to the next level. Example: Mr Jones: we do not make that product therefore we cannot do (what they are asking) If you would like to talk to my manager Mr Smith, perhaps he could find a contact from the company who makes this product and you can call them?

Remember the rules of customer relationship:

You get paid to handle the first contact, to see if you can resolve it.
The customer is NOT alway right, however because the rules are not always clear (and often written in a forgein language) they do deserver respect.
Your boss gets paid the extra nickel to handle the more complex problems. BEfore it gets out of hand is when it needs to brought to the bosses attention.

Answer 4

Although the general rule is "The customer is always right", there's still exception to the rule. If the customer has you have said is a difficult one, all you have to do is simply exit in a polite manner so as not to affect your business aura as well as your mood.
Hope you can manage to adjust to such difficult sittuation. Have a nice day :)

Answer 5

First, listen to him/her. Find out the problem.
Try to solve the problem,and ask for a suggestion.to enlist him/her.That way the customer will become a part of the solution and not a part of the problem. Always empathize and sympathize,and give firm assurances that they are being listened to.After getting the customers approval that all is well
try to close the sale.Get the order,finalize the paperworks and move on.

Answer 6

Be trustworthy and picture approximately it. in case you provide an answer of how somebody else dealt with it, you will get caught in a lie. they choose to comprehend the way you may cope with it. collect your strategies and be trustworthy. could you: forget on the subject of the anger, handle it, step around it? could you: tell the customer they're precise, they're incorrect, or see that precise or incorrect, they experience they have a controversy and look at out to remedy their undertaking? the belief in coping with a perplexing customer is having the flexibility to defuse a foul undertaking. in case you experience issues 'getting uncontrolled' you may desire to comprehend while it's time to get the boss in touch interior the placement. think of on those issues and get a plan of action on your head. each and every undertaking would be diverse yet you ought to have an thought. the customer isn't consistently precise, they're consistently actual. there's a distinction.

Answer 7

tell them You are interested in their concerns and will take a report and make sure the appropriate people are informed of the problem. Keep smiling and assure them you will indeed make their problem known. If that's not enough and your supervisor does not want you to pass along problems, put in writing the complaint and simply keep a log of when your supervisor would;t support you. If the supervisor does support you, which is rare, he or she will handle the problem. I'd start looking for a less confronting one... You'll be sorry you stay, becuase it will efect your health in a negative way. there.

Answer 8

I think LRB330 has the answer. I usually just try to smooze them to make the settle down. Once they settle down they usually realize their mistake and become half way nice. Cheers.

Answer 9

It depends. Please be specific. Anyway, always treat a difficult customer as a challenge to you and if you can overcome it, SUCCESS!

Answer 10

I make fun of them once I get rid of them.