Some things in life are inevitable like there is a rise after every fall, death and as we are going to talk about business, angry and difficult customers are inevitable. Difficult customers are a reality that we can not overlook. Just like in life we come across different people some nice some not, in business if you ask a customer representative he will tell you the diversity of customers they had to interact with on a regular basis. It is natural to have customers that are facing problems during their shopping experience but some customers can be really unruly.
The first rule of customer service is “ The customer is always right”. This is not only important for the fact that a dissatisfied customer will not buy from you and will never come back but because it is human nature to not only focus on the negative but preach it. It is always said a satisfied is the best form of advertisement but they never say that a dissatisfied customer is the biggest blow to your business. Studies show that an unhappy customer will at least tell 15 people about it. It is a proven fact that people prefer words of family and friends over every form of advertisement. The nightmare doesn’t end here for the ecommerce vendors as a dissatisfied online customer will post about it on the social media for the entire world to see. As a result, it is not only important to just have a stunning ecommerce website design with clear CTA but the customer service should be world-class as well.
But the question still remains how to deal with angry and difficult customers. If it is too late to win them back at least stop them from spreading the word. Here are a few ways that can help you in dealing with customers.
Like we discussed above it is a universal rule that the customer is always right. So, the best approach is to start by accepting your mistake because it is the first step toward getting better. When you accept your mistake the customer you will skip one argument.
Take a good look at the problem and put your self in the customer’s shoes and then see what he had to face. It is difficult to see our shortcomings sometimes, as a result, it gets even difficult overcoming them.
Once you analyze the situation and realize that it is, in fact, your mistake do everything in your power to compensate the customer. They are actually pointing out the shortcomings that you didn’t notice before, and that is invaluable information to us to be able to improve.
No one likes to talk to a wall. Don’t be quiet during the conversation with the customer. This will leave a negative impact on the customer. It gives them a sense that you are not giving them the attention they expected. So listen to them actively and continue commenting constructively. Active listening will give a good impression of your company and it gives you the ability to really analyze the problem and employ a solution to avoid future encounters.
As you cannot use consolidate the customer with your body language so what you say will have a very deep impact on the customers. Be mindful and empathetic in your phrases and show as much courtesy as possible. Use phrases like “would you please explain it”, “I apologize”, “yes” instead of “yeah”, “sir”, “mam”, “thanks for your patience”. Never feel bad to apologize to the customer because your apology gives the customer a sense of importance which is what your aim should be. It is not necessary that the customer is pointing to the right problem he might be wrong but don’t argue and listen to him and try to create harmony among with them.
Always remain calm and supportive to the customers. Be open-minded and let the customers complete what they want to say. Assume that all of your customers are watching and listening to you. So, stay diplomatic and discreet in your proceeding when interacting with a difficult customer. Don’t raise your voice in front of especially an angry customer. Remember that you are representing the culture of your company and your behavior is very crucial in sparkling the reputation of your organization. Show respect and patience in every situation whether it complains or help. Your company must have given you a guide but that should not be the end of your world as far as customer support is concerned. Don’t hide behind technical terms use your imagination and improvise.
Know when to cut ties with the customers. It is important to differentiate between an unhappy customer and a jerk who is just blabbing about you for no reason apparently. A troublesome customer is just as much hazardous as a customer lost, even worse. If you think that you can’t do anything to help them then you must let him go. Cut ties in a way that doesn’t make the customer feel bad like sir we have tried everything we could and if you still feel uncomfortable you should shop somewhere else, we wish you best of luck.