Jun 17 2009
Tips For Providing Customer Service To Difficult Customers
Every business encounters difficult customers from time to time. But providing customer service to the difficult customer can turn that same client into a happy, loyal customer. The experience can change the face of how that client will relate to your business and change all future interactions with your firm.
In most cases, a difficult customer is an unhappy client that has had a bad experience. Whether the person is unhappy with the service or product or with the support provided after the sale, the person’s mindset is already in a mode where they expect to be told they are stuck with the product or service. They expect to find the contact unsatisfactory and the staff unhelpful.
When encountering a difficult customer, the first step should be to indicate caring and concern along with an apology. The statement, "I’m sorry you are having (or have had) a bad experience but I will do my best to help you resolve this issue promptly," can go a long way to diffusing the situation. Too often, the unhappy customer is, instead, met with the statement, "Hold, please," which only serves to build these frustration and anger to new heights.
The next step in providing customer service to the difficult customer is to listen – really listen. Allow the client to state exactly what has made them unhappy and what they want to see done about this situation. Never interrupt an unhappy customer or they will simply become more unhappy and angry, venting that anger at you. Instead, allow them to state their problem or share their experience fully before speaking.
Once the problem or issue has been defined, you should again let the customer know that you are concerned for their feelings. Empathy and caring must be in your voice as well as your words, and in a face to face encounter it must be on your face as well, when dealing with difficult customers or they will see right though to the fact that they aren’t truly cared for. It is not necessary to tell them they are right, but let them know that you care about their feelings. A statement like, "I understand that you are unhappy," or, "I understand that you feel you were not served properly," can let them know that you have listened to them and gotten the point of their complaint.
Next, the problem itself must be addressed when providing customer service to a difficult customer. If the customer was in fact treated wrongly or provided defect service or products, an apology and making the situation right will often suffice. However, it is how this procedure is performed that makes all the difference. Throughout the contact, the empathy and caring must be shown in every word and action to allow the unhappy customer to know that the company cares about their feelings and satisfaction.
Providing customer service to difficult customers is almost an art form. A situation can escalate quickly if the right techniques and right tones are not used with these clients. However, if the client leaves the encounter feeling as if they matter and that the company really cared, they may become your most loyal and least difficult customer in the future.
By Business Editor
