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Turning Difficult Customers Around
Over time, you and your coworkers have probably developed some effective ways of
dealing with challenges that come up in dealing with difficult customers. Sharing
those ideas can benefit everyone.
The seven situations of difficult customers (and suggested ways of dealing with them)
are:
1.
You don’t know the answer to a customer’s question (Tell the customer that you don’t know the
answer, but you will find out)
2.
You have to say no to a customer’s request (Explain why you have to say no; offer alternatives)
3.
Your computer is working slowly and the customer is getting impatient (Tell the customer your
computer is working slowly; keep the customer informed about what’s happening)
4.
The customer makes an unrealistic request (Explain what alternatives you can offer)
5.
The customers doesn’t seem to believe you (Offer to show proof or backup information)
6.
The customer is angry (Stay calm; acknowledge the customer’s feelings)
7.
The customer doesn’t want to give you the information you need (Explain why you need the
information)
Although the saying goes that the customer is always right, there can often be a lot of space between
knowing that the customer is “right” and accepting that they have a point. It can often be extremely
frustrating dealing with certain customers, especially those who show limited understanding of your
situation. Sometimes, due to the limitations of your job, a customer will present you with a request that
you simply cannot deliver on. They may well become insistent on the subject, and in some situations
customers have been known to become abusive. Dealing with this as a customer service provider can be
difficult, but it is one of those challenges that makes you or breaks you in the role.