I know you’ve heard of the saying, “The customer is always right!”
But how can you deal with a customer who is just so wrong but thinks that they are right and is really starting to get into your nerves?
What’s worse is you get yelled at and you go home feeling so low. Thinking to yourself that you should have said this to make him calm down or that the customer was such a bad human being.
However, you can never really tell that a customer will be difficult in the first place. So it’s up to you to prepare yourself for anything – or anyone – that comes your way.
Here are some tips to help you deal with irate customers:
1. Listen
Don’t go defending your company immediately or telling them the common responses that you would have.
It’ll just how that you’re not listening and that you don’t really care what their issue is.
You can never go into battle without finding out more information about the enemy. So before anything else, listen to your customer, find out what their problem is so you’ll know how to deal with them (and hopefully you don’t ACTUALLY end as enemies.)
2. Empathize
Empathize with your customer but don’t make it sound that you’re being sarcastic. Keep it real.
When you empathize with your customers, it means that you understand their feelings and that you really are trying to help them.
3. Keep Calm
When your customers start becoming agitated, you NEED to keep calm.
When they start raising their voice, you keep calm.
Fighting back will not resolve anything and would probably lead to more problems for you. So you keep calm and bring the topic back to the main issue that you want to help them resolve.
4. Don’t Take It Home
In relation with the point above, don’t take it personally, don’t take the issue home with you.
They are just venting out their frustration at you because you are the representative of the company, not because they really hate you personally.
5. Keep Your Promises
When you tell your customer that you will call them back, you call them back.
I know that you might not want to get back to them because they were being rude, but a little kindness and patience goes a long way.
It’s also an assurance that you are not just running away from them.
6. Tell Them What Will Happen Next
Let them know what they should expect and what steps they need to take or what will you do next for them.
Don’t let them get stuck with the problem.
If you don’t have the solution to their problem, you can direct them to someone else who can help them.
7. Don’t Get Stuck Yourself
At the end of the day, you will have more than one difficult customer, so try not to let the negativity ruin the rest of your day.
Wipe yourself clean for the next customer that you will face.
Stay focused, don’t let one irate customer bring about another irate customer because you were stuck on the frustration.
You have to remember that it might not be easy and sometimes they can bring out the worst in you, but without customers, you will have no business.
It’s your role to guide them, to educate them, so you can gain their trust.
Once you have gained their trust and they’ll see that you really do care for them, then without any doubt, they will become one of the best marketing machines you’ll ever have.
