RIf you’re in business, you will eventually encounter some challenging customers, no matter how much you try to studiously avoid them. These individuals seem hell-bent on giving you a hard time.
So, what can you do to deal with them? What tactics are available to make them more manageable?
Stay Calm
The first tip from long-time business owners is to stay calm. Ultimately what many customers want is just reassurance, especially if they’ve spent a lot of money. If you can be a container for their frustration, they will often thank you for it.
When heated moments come up, practice specific lines designed to deescalate the situation. Saying things that show you understand the customer is a good idea, such as “I understand your concern” and “I know how that must have made you feel.”
When you do this, you create space that calms the customer down and helps move the conversation along.
Listen To Them Actively
The next step is usually to listen to the customer actively. Thinking carefully about what they’re saying and taking everything onboard is usually the best policy.
Listening actively means nodding at the right moments and paying the customer careful attention. It also means listening for specific details you can include in your answers.
Make sure you maintain a reasonable amount of eye contact with the customer, but not 100% as that can seem threatening. Also, avoid the temptation to jump in and speak before they finish talking because you might miss key details.
Ensure Your Tech Is Up To Scratch
You also want to ensure your technology is up to scratch. Getting customer service right can help you manage people better and reduce the risk of emotions getting out of control.
Start with Zoho desk integrations. These services allow you to manage your tickets better and deal with priority customers.
You can also integrate your CRMs. Many of these have AI in them that allows them to detect possible issues with customers before they happen or blow up into something larger.
Empathize
Whatever you do, avoid the temptation to argue with customers. Usually, they are right if something is wrong. And even if they aren’t correct, that doesn’t actually matter. Most people are emotional creatures and want you to soothe their emotions first before moving onto the practical matters of solving problems.
Therefore, always look for ways to empathise with customers and explain why their situation is frustrating. Make it clear that you understand where they are coming from in any given situation. Don’t tell them that they are wrong outright, not until you’ve dealt with how they feel first at the very least.
Focus On Solutions
Lastly, you’ll want to avoid getting into a war of words. Instead, the best approach is to focus on solutions. What can you do now to sort out the customer’s problems?
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