In some situations, it’s essential to defuse a tense situation with customers. Here are a few resources and techniques that will help you do so.
A survey revealed that 93 percent of consumers are likelier to make a repeat purchase with a company that provides excellent customer service.
Dealing with demanding customers can be daunting, and your team must have the necessary skills to manage conflicts. Try conducting online workshops or playing role-playing games to improve the team’s conflict-resolution skills.
Dealing with difficult customers can be very challenging, especially if you handle them over the phone. To ensure that you provide the best possible service, follow these etiquette tips.
The Impatient Customer
If a customer is impatient, they may need help getting an appointment or finding a solution to their problem. They may also be running late or even getting restless.
Try to be clear and direct in addressing their issues without appearing dismissive of their complaints. Also, make them aware that you want to find a solution to their problems.
Positively frame your responses so that the customer can feel that you are genuinely interested in their issues. For instance, instead of saying the products are out of stock, tell them they are working on getting them back in stock as soon as possible.
The Indecisive Customer
An indecisive customer may need help communicating their concerns to you. They may need help deciding between various products or services.
Ask specific questions about their situation to understand the factors influencing their decision-making. You should also provide them with helpful literature, such as price, features, and service tiers.
The Angry Customer
If you feel that the issue warrants their dissatisfaction, try to resolve it by apologizing. However, make sure that you address their pointed concerns. If you linger on the phone too long, you might exacerbate the situation, resulting in more issues.
The Demanding Customer
The demanding customer can take a lot of your time and energy. Their lack of interest in finding a solution or product that fits their needs may result in rejecting even the best alternatives.
Be patient and wait for the customer to voice their concerns. Also, avoid putting off their needs while trying to help other customers.
The Customer Demands a Refund
The disappointed or unhappy customer may request a refund due to dissatisfaction.
Handle the request according to the company’s refund policy and regulations. While giving the customer a full refund is best, the company may also want to give them credit.
You must respond to an unhappy or angry customer in the same manner. Even if you don’t think an apology is warranted, try to offer a different solution or explanation of the company’s policies. Conduct a thorough investigation to determine what you can do to address their concerns.
Unsatisfied customers may post their dissatisfaction online, so it’s essential to follow the best practices when responding to them.