Dealing With Unhappy Customers
It can be challenging to deal with difficult clients. Tell yourself to remain calm and smile through managing the situation.
What makes a client difficult?
There are a few unhappy clients who want to tell you have failed to do your job and others may be disrespectful. Since we don’t get to pick our clients, we have to treat them all equally, even the difficult ones.
Training and techniques are helpful to diffuse difficult customer situations. Customers are more likely to make repeat purchases with companies that offer solutions and give excellent customer service. Since we cannot avoid unhappy customers completely, you and your team must prepare to effectively resolve customer conflicts.
Although in business we believe that “the customer is always right,” they might be a cause for worry. Dealing with difficult customers is an important step for any business owner, especially those who work in the customer service industry. Even businesses with the best products and services are bound to have run-ins with angry customers. To build a positive reputation with consumers, have properly trained staff who can handle difficult people and resolve customer complaints. The first strategy in turning unhappy customers from to be grateful for sharing their bad experience with you.
Turn a Challenge Situation into an Opportunity
To deal with angry or unhappy clients we should know what to say and, more importantly, how to convey it. We might be able to convince and even end up with a better relationship with our client than we had before. You can use it to smooth things over and leave them feeling satisfied.
Change your mindset
After you’re told that your client is not happy then your first priority is to put yourself into a customer service mindset. Remain focused and keep any ill feelings you might have aside and that the situation isn’t your fault, or that your client is wrong to point out either. If your client is upset, they need your time and attention to hear them out. Listening to what your client or customer is saying and share their grievances.
It’s business, not personal – so listen more and talk less
Ideally to handle unhappy clients is to deflect attention and answer a question with another question. It will help the client share more. By listening, you’ll learn a lot about them and help avoid topics that trigger issues.
Focus on resolution
Start the conversation with a statement, that is neural such as, “Let’s talk about what happened,” or “Please help me understand why you’re unhappy.” This creates an understanding between you and your client and allows them to share their point of view.
Give the conversation a few minutes and only then try to solve the situation, do not make conclusions about the issue. Instead, allow your client to finish and then say how you’re going to move on with an aggregable resolution! Carry on with the conversation with your client and give all of your attention.
Make a note and summarise their problems
After they’ve explained why they’re unhappy, repeat their concerns so you’re sure that you’re looking at the right issue. If there are doubts, you must ask questions to make sure that you’ve got the problem in sight.
Use a low and calming tone and be objective in your sentences. Such as, “As I can see, you have been upset because we didn’t deliver the order on time.”
When you repeat the problem, it shows the customer you were paying attention and are willing to resolve it.
Be Empathic and willing to apologize
Be understanding after you hear your client’s concerns. Let them know you understand why they’re upset.
Offer a solution
Now you need to be ready to present a solution. If you are sure what will cheer your client, tell them how you’d be happy to correct the situation. But if you’re not sure you know what your client is looking for from you, or might reject your proposed solution, then ask them to identify what will make them happy.
Take necessary action and ensure you take a feedback
Once you’ve resolved and agreed on a solution acceptable to both, you can move on and take action immediately. Explain all you’re going to do to fix the problem to your client
A follow-up is very necessary but only after a few days to make sure that they’re happy with the resolution. You can also consider going beyond their expectations. For instance, you could offer a gift certificate, a good discount on their next purchase.
Take the Feedback
Lastly, make guidelines and follow them to reduce the risk of the situation happening again. Identify the problem and make sure it’s fixed immediately and continue improving your work practices.
Managing the business on your fingertips was never so easy!