Customer service is not an easy job. Anyone who deals directly with customers is going to encounter many different kinds of people in many different situations. Customer service agents, in particular, are likely to spend much of their time handling problems and complaints. Some customers are calm and reasonable about their issues, but there are always those difficult customers who make the job of helping them far more challenging.
Further problems can arise if we try to take a one-size-fits-all approach to customer service. Every individual and every situation is different. It is important to address the specific needs of the person you are talking to and handle their issues on a case-by-case basis. What makes one customer happy will not necessarily work for another.
Why Are Some Customers So Difficult?
The important thing to remember when dealing with a difficult, demanding, or angry customer is that the customer’s problem is not YOUR fault. Do your best not to take it personally when they are rude, angry, or argumentative. Obviously it’s not appropriate for customers to take out their anger on the person who is trying to help them, but since you are the one they are interacting with, you may well become the target at which they vent their frustrations. This can be hard to handle. Try to sympathize with them, even if they are not making themselves very sympathetic.
Every difficult customer is different. Some people are easily frustrated, and don’t handle it very well when things go wrong. Some customers are insecure and defensive. They may have past service experiences that didn’t go well, and are coming to you with the expectation that it will happen again. Sometimes they are feeling ignored, or perhaps they are frustrated about waiting for service. Maybe they are tired, or worried about other problems, or just in a bad mood. Some customers are just venting, or yelling because they think that is the best way to make sure they are heard. Some may have anger management issues, mental problems, or substance abuse issues. Sometimes there is a cultural or language barrier that causes additional difficulty and frustration for the customer.
How Do You Handle Difficult Customers?
Whatever the actual problem is, the first thing you have to handle is the difficult customer’s feelings about the situation. They are communicating to you that, in addition to whatever their issue is, they are very upset about it. Since the emotional content of their message is so high, this is what must be addressed first.
The customer needs to feel that their feelings are being heard and understood. In order to accomplish this you must listen to them. This does not just mean allowing the sound of their voice to enter your ears! Pay close attention to what they are saying about their feelings, their problems and their needs. Do not interrupt. Do not judge, get defensive, or spend your time planning a reply; instead, mentally summarize what you are hearing from the customer ?#147; because you’re going to be repeating the essentials back to them when they are finished.
Acknowledging and Empathizing
Summarizing and restating the customer’s concerns is a critical step in making the customer feel like somebody understands them. This is how you acknowledge that you hear and understand them, and serves the additional function of ensuring that you have everything straight. “So, you are upset because the product is not functioning properly, and frustrated about your experience with the service team.”
The next step is empathizing with the customer’s feelings: “I understand why you’re upset; somebody should have called you back right away. I’m sorry this happened. Let me see what I can do to help.” Empathizing demonstrates that not only do you understand their problem and their feelings; you CARE about them. This usually goes a long way toward defusing the customer’s anger. All they really want is to know that someone hears them, cares about the problem, and is going to help them.
Finding Facts and Solutions
After acknowledging and empathizing with the customer’s feelings, you should be able to use questions to get more information about the root problem. Find out all the facts you can about what the real issue is, so you can create an appropriate solution. When collecting this information, always be sure to clarify anything you don’t understand fully, and confirm your understanding with the customer by restating what they have told you.
When you start working on a solution, frame it in terms of what you CAN do for them, not what you can’t do. If the customer has suggestions, listen to them seriously. Explain what you’re going to do for them and then be certain to follow through on it. Thank the customer for bringing the problem to your attention, ask if you can help with anything else, and thank them for their business.
Keeping Customers Happy Is Key
Studies show that even when a customer has a problem with a company’s product or service, they are likely to remain loyal if their problem is solved to their satisfaction. Good customer service is absolutely crucial to customer retention and to repeat business. Remember: even the most difficult customers are still customers, which are your company’s most important asset.
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