When working in direct contact with customers, one of the most difficult aspects to manage is the people itself. Whether it's the restaurant, retail, or hospitality industry, it's very likely that you will find yourself facing an angry, annoyed, or rude customer. Don't worry, because there are reliable and proven methods to fix the situation if you resort to effective solutions for you, for your company and, above all, for the customer. This can involve three types of choices: satisfying the buyer by following the "customer is always right" approach, taking a firm stance, or compromising.
Steps
Method 1 of 2: Dealing with Difficult Customers
Step 1. Listen carefully
Difficult clients don't demand perfection, but they want to make sure their problems are taken seriously. Be alert and listen calmly and seriously to the complications that make you known. Look them in the eye, without smiling or grimacing. Give your head a nod when they say something you think is valid.
Step 2. Identify yourself with the customer
Most of the worst customer interactions degenerate because people feel that no effort is being made on the other side to understand their concerns. By stating that you identify with their situation, you will be able to set the right setting for all your interaction and you will be considered as their ally who intends to solve the problem.
- Try saying, "I understand perfectly and I am sorry for the inconvenience you have received. Let's find a way to resolve this." Using "we find", you will be able to project both you and the customer a team atmosphere to find a solution together.
- If the customer reiterates their discontent, be even more empathetic. Say, for example, "In fact, it sounds incredibly frustrating" or "I would feel exactly the same if I were in your seat."
- Keep in mind that empathy doesn't necessarily mean giving the customer everything they want. Instead of going against you and the company, they may join you in addressing the company.
Step 3. Remember that other people will be watching you interact
By keeping in mind that you are being watched, you will be able to remain calm. It is not appropriate for other customers to see you behaving badly. Always expect the buyer to go and report your meeting to others.
Your relationships with customers should never compromise the company, but be an example of the quality of the service that the company offers them
Step 4. Speak slowly without raising your voice
Emotions are contagious. By lowering your tone and speaking slowly, you will demonstrate calm and control over the situation. This attitude is especially important if the customer is furious and speaking loudly. It is best not to do anything that will aggravate the situation.
Step 5. Apologize
Any employee can apologize, regardless of the role they occupy in the company. Look the customer straight in the eye, showing sincerity in expressions and tone of voice. On behalf of the company, communicate that you are sorry for his dissatisfaction and that you are willing to do everything possible to help him.
Don't patronize him. Avoid apologizing by giving the impression that you are belittling him. Generally speaking, you should apologize for your own behavior and that of the company, never for the way the customer feels or behaves. For example, avoid saying, "I'm sorry you feel this way, but I can't offer you a refund." Instead, try, "I'm sorry. Unfortunately, we can't refund you. Is there anything else we can do for you?"
Step 6. Warn your supervisor
The customer may ask you to call them, but even if you don't, it would still be a good idea. He is a figure that has a greater ability to meet customer expectations: he can in fact offer discounts, give a gift or afford other types of concessions. Furthermore, his intervention allows you to hand over the responsibility of managing a customer to an employee who has greater decision-making power than yours, and the customers find it reassuring.
If you need to keep the customer waiting while you contact your manager, invite them to sit in a comfortable seat. If you are allowed to offer him something, like a glass of water, don't hesitate. Thoughtful treatment can placate customers' impatience
Step 7. Make promises you can keep
Offering a solution or promising something that will not be reflected in reality is one of the worst things you can do, because it will increase the customer's disappointment. If you are unsure, ask your supervisor. Don't make rash decisions when under pressure.
You can always say, "It's possible, but let me consult someone."
Step 8. End the meeting on a positive note
Even if you have dealt with the problem exactly the way the customer wanted and it still hasn't calmed down, don't let him leave by slamming the door. Instead, express gratitude for his patience and promise to do whatever you can to make sure he doesn't have to face the same challenges next time. For example, you might say, "Thank you so much for your patience while we tried to resolve the problem. The next time you have to contact us, I would be even more than happy if you could personally assist you during the transaction to make sure it goes smoothly. Please don't hesitate to look for me."
If you have not been able to satisfy the customer, still try to leave him a positive reminder of your kindness and professionalism. He might walk away thinking, "Well, they didn't solve my problem, but at least the clerk was really nice."
Step 9. Know when too much is too much
If the customer has exhibited aggressive behavior or does not seem to have any intention of calming down, call the store or mall security officers, carabinieri or emergency services so they can deal with it. If he makes a scene, mistreats you or other employees, or physically assaults you, you have done everything in your power, both for your own good and for that of other customers.
If he is drunk or under the influence of drugs, do not waste time trying to reason with him. Call someone immediately to ensure the safety and well-being of all present
Step 10. Put your ego aside
Be ready to meet the customer, even if you think they are wrong. You will likely have to take a humble attitude or apologize for something you don't consider to be an insurmountable problem. Don't be too proud of doing your best to please a difficult customer.
Think of the old salesman saying: "The customer is always right." This does not mean that customer complaints are always objectively fair and correct. Managing the customer with a positive turnaround that meets their expectations does not involve any kind of humiliation on the part of the operator, but is a direct approach to maintaining that customer's loyalty
Step 11. See difficult customers as an opportunity for growth
Keep in mind that customer happiness improves business. A satisfied customer can say that they have received great treatment from your company, while those who are dissatisfied will almost certainly go to complain to other people. The latter scenario means less money and less business for your company. When trying to calm an angry customer, consider that that circumstance may represent future opportunities that would otherwise be missed.
Step 12. Don't take complaints personally
Remember that everything that is happening has nothing to do with you as a person. You shouldn't view customer protests as personal offenses, even if they insult you. Put aside pride and the desire to put your ego before the service you offer customers. Even if you want to convince him that he is wrong, do not give in to this temptation.
It is natural to meet difficult clients when working in contact with the public. Treat these situations as a normal part of your job
Method 2 of 2: Handle Particular Types of Difficult Customers
Step 1. Manage the furious customers
The angry ones can be particularly difficult to deal with. It is necessary to be able to isolate their emotions to get to the cause of anger. Always keep a positive attitude, agree with the customer's mood, show him that you are willing to help him and work with him to come up with a solution.
- Try saying, "I know you are angry and I would like to help you. Can you tell me what happened?" Never break out with a phrase like: "There is no reason to get so excited."
- Always remain calm and impartial. Do not make promises you can not keep. Tell him "I'll do my best to resolve this as soon as possible," instead of assuring him that you can do something within a specific period of time. It is good practice to underestimate and deliver more than what is promised.
- Avoid interrupting the customer while explaining something to you, or they may become more agitated. Never say "Yes, but …" when the customer is talking to you.
- Always contact them afterwards to make sure they are happy with the results.
Step 2. Satisfy an unhappy customer
You may be dealing with a dissatisfied customer following a negative experience with someone else within your own company. For example, let's say you work as a maître d 'at a restaurant and a customer is dissatisfied with the service provided by the waiter you assigned to him. Greet him with a smile, tell him your name and offer to help. As he talks to you, try not to make excuses for the poor service he received. Ask him open-ended questions, check what he says, and make a decision that satisfies him.
- Ask him: "Can you explain to me what happened?".
- In the restaurant example, after the customer explains the problem, try saying, "I understand what you are saying. Anyone in your position would feel the same way. We have found that _ can solve the problem. What do you think?".
Step 3. Help an undecided customer
Some customers have a hard time making up their minds when shopping. They can take a lot of time and keep you from helping other customers. Be patient, ask open-ended questions, listen, offer alternatives, and try to guide them in their choices.
- Try to gather as much information as you can to help them make a decision.
- Many stores provide the ability to return or exchange products. If the customer is undecided between two different items, you might say, "If they find out that X doesn't suit them, they have 30 days to return the product." This way you can encourage him to make his purchase.
Step 4. Partner with a bully customer
Some clients can be nagging and bullying. Therefore, you will need to juggle by being courteous and helpful, without getting trampled. Be professional, respectful, assertive, and fair, and let them know how you can help them accommodate their requests.
- Be prepared for the eventuality that he raises his voice or insults you.
- Always look him in the eye, apologize if necessary, and remind him that his needs are a priority for you. Try saying, "Mr. X, we appreciate you as a customer and want to assist you in understanding your request. Do you have any suggestions?"
- If he offers a workable suggestion, tell him, "He gave us very good advice, Mr. X, and I think I can accommodate you this time." If he has told you something you are unable to do, be honest with him. Try saying, "Thank you for your suggestion, but I can't please you because of our company policies. Can we try _ instead?"
- If you are familiar with the company you work for and its policies, you will have more opportunities to negotiate with these types of customers and offer viable solutions to solve their problems.
Step 5. Handle a rude or disrespectful customer
These types of customers may use bad language, skip the line, or demand your attention when you are helping someone else. It is important to remain professional and never seek revenge.
- If a customer interrupts you while you are serving someone else, say with a smile, "I'll be with her as soon as I'm done."
- Always stay calm and remember that you are a professional and represent your company.
Step 6. Deal with rather talkative customers
Some will start chatting with you, wasting your time. They could lead to discussing recent events, weather, or personal experiences. Keep being nice and friendly, but still try to keep the situation under control. Their speeches could waste your time and take you away from other work tasks or other clients.
- Show a sincere interest in what the customer is saying. It's best not to be rude.
- If the client asks you a personal question, answer them and then add, "Is there anything else I can do for her?".
- Don't ask any other questions that encourage him to continue the conversation. Make it possible for him to answer with a "yes" or "no".
Advice
- Don't be condescending. Nothing can make a situation worse than a rude or mocking-looking employee. Address yourself in a polite and sincere tone.
- Don't be a doormat. There is a big difference between helping a customer and letting them step on you. Set boundaries right away and be polite but firm.
- Don't give in to the temptation to answer the customer if you haven't heard everything he has to say and try not to propose any solution to the problem. Once you understand his difficulties, have the strength and the courage to remain silent after asking him the fateful question: "So, what do you want?". Remember that in almost all negotiations, the person who offers a solution first almost always loses.
- Some customers are more intractable than others. Don't let them insult or touch you. Call the security officers or your supervisor.
- If you can, call the customer by name. Those who don't like hearing their name and just being told Mrs. or Mr. _ gives the impression that someone is listening to us.
- Tell your boss the whole truth. Don't try to hide or minimize the severity of what happened. Explain right away that you have a problem with a customer, even if it's your fault. He'll probably be pleased to hear that you tried to handle it.
- Remember that the customer is always right… only in certain respects!
- If you don't know what to do, ask for help. If you are completely alone, call your supervisor or boss. Don't keep fumbling. You will only make an already tense situation worse.
