1. Let your customer’s know that you care:
In order to deal with a difficult customer, numerous of strategies can be employed. It becomes crucial to show concern for the customer’s feelings. Your voice communicates your attitude when handling customers on call. People respond more to how you say something than what you say, so, try to be as polite as possible. Your words should be convincing enough to make your customers realize that you care.
2. Let your client vent:
Never try to interject with a solution or even interrupt with clarifying questions when your client is bursting out. In most cases, clients are looking to release their frustration. Since it is a part of the job, so, it cannot be ignored but a clever tactic can be your savior. You can mute your end and let the client vent. As a matter of fact, giving the client full rein over the conversation for the first few minutes helps him or her get out those frustrations, blow off some steam, and eventually, be able to focus on getting to a resolution.
3. Exclude the blame game:
Instead of blaming others or your company, use indirect approach or “I” statements when trying to clarify. In order to explain what went wrong, use either the indirect approach i.e. asking relevant questions before refunding or “I” statements like “I need additional information.” as much as possible. Never acknowledge that you or your company is to blame as it could lead to lawsuits.
4. Use caller’s name in the conversation:
Interjecting the caller’s name into the conversation is yet another strategy to deal with unfavorable situations and a difficult customer. Addressing your client with the given scripts without using his/ her name sounds a lot more formal and much less sincere. Once you use a name, you are suddenly speaking with a real person who has a legitimate reason behind his or her frustration.
5. Go above and beyond to solve customer problems:
Try leaving no stone unturned in solving your customer’s issues. Never avoid solving their problems even if solving the customer’s problem isn’t among your job duties. Try to get all the facts you can, and then tell the customer how you can help. This would further help you tackle a difficult customer as well.