How to Start a Business with No Money

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How to Handle Difficult Customers

Is the customer always right? How do you handle difficult customers that refuse to listen to reason? How do you handle angry customers and still keep them loyal to your company? Well, i advice you read on to find the answers you seek.

There is a usual saying in business that the costumers are always right. This is because a customer will often judge your level of service based on what he sees or feels; they don’t really care what goes on behind the scene of your firm. Now from my personal experience, i want to make an impression clear; “I don’t believe the customer is always right.” Remember the story of the customer that sued McDonalds’ and demanded compensation because the coffee they served her was too hot.

You must fire bad customers just as you would fire a bad employee. If you do not get rid of your bad employees, the good employees will leave. If I do not fire bad customers, not only will my good customers leave but many of my good employees will leave as well.” – Rich Dad

In retrospect, i still believe it is our duty as entrepreneurs, managers, PROs, customer service reps and employees to make the customers believe they are right. The most important thing to bear in mind when dealing with a difficult customer is that you must try and understand his or her feeling. Are you a service provider or a marketer who is having a hard time dealing with your difficult customers; the steps highlighted below will definitely offer a lasting solution to it.

Your most unhappy customers are your greatest source of learning.” – Bill Gates

How to Handle Difficult Customers and Still Keep them Loyal

1.   Communicate with them

Good communication between you the entrepreneur or customer service provider and the customer is very important. This helps deal with difficult customers because when there is a good communication between you and the customer, they will believe that there is an understanding existing between parties.

The well satisfied customer will bring the repeat sale that counts.” – J. C. Penny

2.   Put yourself in the customer’s shoe

Whenever you are dealing with an angry or difficult customer, try putting yourself in the customer’s shoe. Try asking yourself this question; what will be my reaction if am the one in this customer’s situation. By answering this question, you will be able to know how to best handle the situation.

3.   Always smile

Never wear a frown especially when dealing with a customer. You must make sure you are always smiling because this will go a long way to convince the customer that you are willing to hear them out. Do not allow a difficult customer push you into a sad mood because this will only worsen the situation.

Courteous treatment will make a customer a walking advertisement.” – J.C. Penny

4.    Never Argue with a customer

The ability to deal with people is as purchasable a commodity as sugar or coffee and I will pay more for that ability than for any other thing under the sun.” – John D. Rockefeller

He who establishes his argument by noise is weak.” – Montaigne

Never argue with a customer. When you argue with a customer bear it in mind that you can never win because philosophically, the customer is always right; even though it is not true sometimes.

5.   Treat them with kindness

Kindness is more powerful than compulsion.” – Charles Schwab

You can never know what is going on in another person’s life unless you are told. It could be that the customer proving difficult might be going through hard times. So it is your duty to ensure that they leave with a smile and this can be achieved when you show them kindness.

How to Handle Difficult Customers and Still Keep them Loyal

6.   Be a good listener

A good rule of thumb when dealing with aggrieved customers is never to interrupt them while they are expressing themselves. You must sit and listen to them attentively. When they are through with talking, only then are you permitted to address the issue without defending yourself. You must tactically make sure that everything you say or do must pacify the customer.

7.   Make them your best friend

Though it might be quite a tedious task getting along with a difficult customer, you must bear it in mind that a difficult customer is an opportunity to get a customer that will last for life. If a difficult customer discovers that you are very friendly, they will always want to buy things from you.

8.   Choose your words carefully

When dealing with a difficult customer, you must choose your words because whatever you say cannot be taken back. Words are like a double-edged sword, it can either calm a volatile situation or magnify the problem. The types of words you use will determine how well you will get along with a difficult customer. Do not make use of harsh or rude words no matter how upset you are.

In conclusion, i believe the tactics above will help you not only deal with your customers better but to also make them lifelong customers. Also, i want you to know that these strategies can serve you in your relationship with people; both within and outside the business world. © 2009 - 2015. All Rights Reserved | See Privacy Policy and Terms and Conditions.