Dealing with difficult clients is always a challenge. When working for your client in a customer service role, it is only a matter of time until you will get the call from one of their unhappy customers. This is where you have the opportunity to really shine and be a superstar to your client.
Dealing with those difficult clients can be draining. They are the customers whose calls we try to avoid. No matter how excellent your customer service is, they just are unhappy and it is our job to satisfy them. Unfortunately, when it comes to handling people, there is no straightforward solution. It takes deep understanding, listening and empathy and fortunately for us, there is a guide to get us started.
Just like any problem, you’d have to identify the source and resolve the issue from there. Before we outline the techniques, it may be worth to take a look at the possible reasons why you are having a difficult customer in the first place:
- They felt they are not being listened to. Just because you have been doing your job for a while and can already guess the customer’s concern just from the first 3 words of their opening statement, does not mean you can interrupt them and give what you think is the perfect solution immediately. Whilst it is appreciated that you are saving the customer some time by not letting them finish, it can be very annoying. Not everyone who has a complaint needs a solution. Sometimes, they could be calling to have someone listen to them. Or maybe you thought you know what the concern is all about until you’ve listened to the entire complaint. Nothing is more annoying than being upset and having to repeat oneself again.
- They have failed expectations. When we promise them a 5mbps internet speed and the customer only gets 3mbps or when we promise that there is no annual fee, yet they were charged, you can understand how that can be frustrating. They are paying customers and so they expect things to be delivered just as promised.
- They are confused or overwhelmed. This is somehow related to point #2. They felt that they have expectations that were not met. They can be right or they could have just failed to read the fine print which made them think they’re right. Either way, they are still paying customers that you need to answer to.
- They had a bad customer service experience before you. It may not be because of you that they are already shouting at the onset of the call. It may be because the previous representative from your organization who they dealt with did a poor service to them.
- They had a bad day. Just like everyone else, we tend to be short tempered or negative when our day did not go as we planned. Regardless of how excellent you are in customer service, if the customer you are dealing with is having a bad day whatever you do to him is annoying and can be a reason to be irate.
Going through our list above, none of the reasons indicate that it’s you personally that they are upset with. You just happen to represent the organization to which they have a complaint with so don’t take it personally. What do we do when we encounter difficult customers then?
- Stay Calm and Listen. When a customer starts a conversation yelling at you, NEVER yell back. Again, they are not yelling at YOU but at the organization who you are working for. Maintain a calm and professional tone. Acknowledge to the customer that you’ve understood his concern after he has finished his rants. Do not interrupt even though you may already know the issue is.
- Acknowledge but don’t agree. To acknowledge is to let the customer know you understand his complaint but agreeing is adding fuel to fire. Instead, have a control of the conversation by shifting it towards a resolution.
- Apologize when necessary. We apologize because we think it’s an easier way out of a mess but that isn’t always right. An apology without a proper resolution is useless and customers are tired of hearing the usual “I am sorry to hear that” as it’s so scripted and completely not what they were looking for. In cases where it’s no one’s fault, it is best to acknowledge the customer’s issue and provide a resolution rather than apologizing immediately.
- Only promise what you can attain. At this point, you don’t need to create another reason for the customer to be more upset. Do not say you will get back to him tomorrow when you are not sure if the problem will be resolved tomorrow. Do not say he will get refunded when you still need to get the approval from the manager. Set the right expectations with him while making him aware that what you are giving him is the best resolution for the moment. Give him a follow-up call when you can even though the problem has not yet been resolved just for him to know that you are working on it and you are taking the problem seriously.
- Take responsibility for what you can. You know your client and the rules better than the customer. Show that you are confident and knowledgeable enough for them to trust. When customers see that you are confident, they will give in to let you handle the problem and you can then take on the best resolution favorable for both you and the customer.
- You can’t please everyone. Sometimes, some of the customer’s demands are just so unrealistic. This is the time that you should involve another person. Get your manager involved to help with a resolution. Always know that your client appreciates your handling the bulk of their customers, but there are times when a manager needs to step in. There is nothing wrong with asking for help when you need it.
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