Every business person has faced a difficult customer. In fact, they’re easy to spot. From crossed arms, to short responses and even heavy sighs, it’s easy to tell when one of your customers is getting frustrated or angry.
But don’t stress.
There are multiple techniques you can use that make dealing with difficult customers an absolute cinch!
Keep reading if you’re interested in learning more.
- Reflect what they’re saying
More often than not, difficult customers are not frustrated or angry at you. This can be hard to comprehend at first, but you never truly know what external factors may be occurring to have them act this way.
One way of winning the customer back is to reflect what they’re saying to you. For instance, if they are complaining that your cost is too high, instead of telling them that you understand or that there is nothing you can do about the price, reflect their concern back to them.
“So, what you’re saying is that our pricing structure is a barrier to you, is that correct?”
You can even follow this up by asking for more information. Whilst you may not be able to change the pricing structure for this customer the end goal here is to allow your customer to be seen and heard. This is often enough for them to backtrack and reconsider your initial offering.
- Remain calm at all times
It’s very easy to get heated when a customer is telling you that you or your business is wrong. However, it is even more important that you learn to keep your cool in times of stress and hostility.
We recommend following these tips to ease discomfort.
- Keep your tone calm and professional
- Remain assertive – don’t cave to everything the customer says or wants
- Use emotional cues and body language to show you understand the customer – lean in when they’re talking, don’t cross your arms, and speak friendly
- Don’t stoop to their level – continue to address them by their name
- Don’t write anything down that can be used against you
- Try and resolve the complaint in person or over the phone
Have you ever had to deal with a difficult customer? What worked and what didn’t work for you? We’d love to hear about your experiences in the comments below.