The most difficult customers affect the service sector. People’s insatiability, bloody full moon eclipses, the smell of jealousy in the air, and people’s narcissistic feelings appear as difficult customers that make our lives more difficult. In fact, we all become difficult customers from time to time in life.
Most individuals who earn their own money forget that when it comes to purchasing services, the person in front of them is also an individual trying to stand on their own feet. We come across a difficult group of customers who think that they have come to a place by crushing the person in front of us as a result of the stress they experience all day or lack of education.
One of the realities of business life is that you will encounter difficult customers. Someday, somewhere, you too will have to deal with a difficult client. Difficult customers can be angry for many reasons. For some reason, you may even have to give them rights. For example, they may be angry because the product they bought from you is broken. Alternatively, they may have a problem with the service they receive from your business. That’s why it’s important to plan how you’re going to deal with difficult customers. Your ultimate goal is to turn unhappy customers into brand advocates. It’s not that hard, it just requires careful planning and a steady course. This process may vary from company to company, but the basic clauses can be applied by all companies. What is a Family Counselor? How to be? How Much Does a Family Counselor Earn?
How to Make Difficult Customers Happy
Stay calm, don’t take complaints personally, use your listening skills, know how to apologize gracefully, offer solutions, and give time.
1 – Stay calm
When a customer is making a complaint, they will be emotional and most likely their feelings will explode on someone. Remember that when something goes wrong they feel worthless and want the value they paid for. Accompanying the customer’s anger and shouting at him will not solve anything. However, stay calm and friendly. If you can control your emotions, difficult clients will likely remain calm, which will open the door to a more productive conversation.
2 – Do not take it personally.
Difficult customers’ complaints have nothing to do with your personality. A complaint against the institution, product, or process. They don’t hate you for yelling at you. It’s just easier for him to yell at you. At the same time, do not fall for personal attacks. Be courteous and always rely on the findings.
3 – Use your listening skills.
People talk indecisively when they are angry. This usually means that difficult customers will miss something. Your aim is to remain calm and listen to the content of the complaint, asking questions will also show that you are communicating with them.
4 – Be sympathetic and politely apologize.
Customers want to feel valued and they want you to know what’s going on with them. However, show your compassion and be sympathetic to their situation. Show your understanding and voice your concerns in your own words so they know you’re listening and considering their needs. You should also make sure that you apologize. Even if the complaint is unconfirmed. Normally, all that needs to be said is “I’m sorry you had a bad experience. Let’s see what we can do to relieve your anxiety.”
5 – Find and propose a solution.
The next step is to find a solution to the problem. One solution might be to offer a small gift or exchange the product. You should clearly state the terms of how the solution is offered and how you will communicate it. To find a solution that will make difficult customers happy, ask the customer what they expect at the end of the conversation. Then see if anything matches up with your suggestions. If not, then try to negotiate and explain why you’re making that offer. What Does 3D Studio Max Do? What is a 3D Modeling Specialist?
6 – Is a little time worthwhile?
Dealing with complaints is stressful and going from there to a meeting or other problem solving won’t help you. So after dealing with a customer complaint, take some time to calm down before moving on to the next task. Phone after a few weeks to make sure the complainant is happy with the resolution. This will make them feel even more valuable and they will most likely continue to buy from you.
The Effect of Upbringing
Our society in general consists of mothers and fathers who raise their children like an ego ball from the moment they are born. When we look at the point we have reached now, there are parents who make terrible mistakes in terms of upbringing. He has just learned to speak, but when his tongue turns, the tiny ego balls that try to put the other person in front of him are growing.
As humanity, unfortunately, there are huge wrong investments that we make without thinking about the future. The group of people who disregard education, lack human feelings, and know nothing but think they know everything, actually constitutes the difficult customer base.
Is the Error Only in the Customer?
Of course, now it would be unfair to put all the blame on difficult customers. Employers who have not been able to train their personnel, do not attach the necessary importance to education and never accept responsibility, throw their employees in front of difficult customers like bait. Employees who are unaware of the methods of dealing with difficult customers find it difficult to cope with this situation. In both cases, there is a lack of education.
As a result of this, when difficult customers, who have come to spend their stress-earned money all day, find a service seller who is inadequate, has no command of the subject, and cannot get satisfactory answers, their superior ego begins to emerge. What is 360 Performance Evaluation? Benefits and Effect
When we look at the picture from the outside, it is necessary to look not only at the service buyer but also at the seller. Because the main problem for both parties is the education problem. This situation becomes a mutual battle between the egoistic service buyer who cannot convey his demand correctly and a service seller whose ego is crushed but cannot reach enough information and has no patience for the other person.
Both parties should be able to manage stress in such situations. In this age where our tolerance for each other has decreased, we actually do nothing but tire each other. Let’s beat our ego first, let’s get back to our essence. What we criticize and dislike today, we turn into tomorrow of our own accord. Let’s criticize ourselves first, let’s improve our empathy skills.
Such situations we encounter put us in a difficult situation both as a service sellers and as a customer and reduce our motivation during the day. Moreover, being rude to people doing their job is not acceptable to our friends and business circles.
No one looks down on people who despise people and think that they can yell at them and insult them. On the contrary, this situation causes us to be humiliated in the eyes of our environment. This kind of egoistic behavior is condemned by the general public and causes everyone to turn away.
So, in our daily life, let the emotion of the person in front of us always be our emotion. Let’s not forget that the person we are talking to is not a robot but an individual with feelings. Nothing will change unless we destroy the ego in us. Therefore, we can say that there are no difficult customers, in fact, there are difficult people.
Customer satisfaction has always been one of the most important factors for the continuity and profit of a business. Therefore, it should be tried to provide quality products and services for customer satisfaction, customer requests/complaints should be listened to patiently and feedback should be provided to the customer by producing appropriate solutions as soon as possible. Statistics show that if you only achieve 5% customer retention, your revenue will increase by 125%. The Most Helpful, High Paying & best certificates to have in 2022?
Why Is It Important to Agree?
Contrary to popular belief, gaining new customers does not always mean making more profit. Because acquiring new customers is 5 times more costly than trying to retain existing customers. Therefore, instead of sacrificing your difficult customers immediately, listen to their requests more carefully.
When a customer who is not satisfied with the product or service he has purchased, expresses his complaint, if the problem is resolved correctly, this means that the customer will prefer the same product/service again. 81% of customers continue to benefit from a company they receive good service from.
Don’t Lose Difficult Customers
How to deal with difficult customers? You should know this well. Make a note of these items in order not to lose them, even if they are difficult customers.
Show the customer that you are a good listener.
Listen to the customer asking questions about the product/service. This shows that you are an active listener. Also, do not forget to empathize with the customer.
Be cool when listening to complaints
Keep your cool while listening to the customer and never argue with the customer. Apologize and offer solutions immediately.
Get the problem resolved instantly
Try to solve the problem that the customer is complaining about at that moment. The customer whose problem is solved instantly will forget this complaint 95% of the time. In fact, there is no reason for him not to choose you again.
Be flexible when needed
Instead of saying that you can’t change the procedure by interrupting the customer, stretch your procedure by producing different solutions. In this way, you will make your difficult customer feel valuable.
For some customers, it is very important to get reliable information about the product or service they will buy. It would be a wrong strategy to say that you also use the product and try to win the customer in this way. Because some difficult customers consider this behavior as dishonest and may give up on your product.
Go beyond expectations
Give the customer much more than they expect. For example, you have a shopping site and you want to go beyond expectations. You can surprise your difficult customers by telling them that you can offer free shipping on all their purchases for 75 TL, which they will pay annually to the site.
Don’t lose your customer to a competitor
Do not forget that as a result of a negative experience with your customer, your customer may no longer prefer you but a competitor. According to statistics, the rate of customers choosing a competitor after a bad experience is around 89%. New Business Ideas for Entrepreneurs
Focus on providing quality service, not price, in order not to lose customers
It is known that one of the reasons for customer loss is low service quality. Unsatisfied customers tell about their negative experiences to 2 times more people than customers who are satisfied with the service they receive. In addition, these difficult customers may not forget their bad experiences for up to 23 years.
Take advantage of social media
People are now on social media, and when they tweet about their experiences, it’s 80% negative. Therefore, follow your company’s social media closely and try to reach your customers here.
Use a live help system for your website, not a robot
Some difficult customers only raise their complaints when they believe they will be dealt with. They may think that the complaint they will write to the automatic support on your site is not seen and will not be cared for, and they may stop writing their complaints. That’s why you should have live customer support on your site.
Hire people who know how to deal with difficult customers
Your employee should never tell your customer that he or she is not qualified to solve the problem. Because the customer does not deal with the business divisions within the company, he only expects the problem to be solved at that moment. How to Become a Travel Blogger?
Difficult Customers Need Training
Every customer has different expectations of the service they receive. For this reason, it is necessary to meet people’s expectations and give the answers they want. Family problems experienced during the day, an argument with a lover, or a problem encountered in traffic make it difficult for the customer.
As a result, personal problems, and environmental factors are reflected in the mood of the customer, which makes the customer a difficult customer even in a simple transaction. Each customer is valuable to the business. In the developing world market, customer satisfaction brings the business forward in terms of competition with other rival companies.
Details Important for Customer Satisfaction
Some details are valuable for the continuity of the customer. In order to ensure this continuity, we have brought together the items to be considered for you.
- Providing quality products to the customer
- Giving confidence to the customer
- Support after sale
- Understanding customer needs and providing the right product or service
- Demonstrate that the business is reachable
- Using social media tools effectively
In the first contact with the difficult customer, the business representative should understand his problem and request, empathize and make the other party feel the desire to solve the problem. The customer should be addressed in a calm, understandable tone and satisfaction should be ensured as soon as possible.
Because prolonged communication makes the customer feel that the problem cannot be solved and makes the environment tense. In such cases, sometimes insulting statements are made by the difficult customer to the representative.
What to Do in the Face of Difficult Customers?
In the first contact with the difficult customer, the business representative should understand his problem and request, empathize and make the other party feel the desire to solve the problem. The customer should be addressed in a calm and understandable tone and satisfaction should be ensured as soon as possible.
Because prolonged communication makes the customer feel that the problem cannot be solved and makes the environment tense. In such cases, sometimes insulting statements are made by the difficult customer to the representative. The representative who has been insulted should not get away from his feelings and reduce the situation to a personal dimension. The representative should know himself as the face and voice of the institution he is affiliated with. The exposed representative should not first get away from their feelings and reduce the situation to a personal dimension. The representative should know himself as the face and voice of the institution he is affiliated with.
It is not always easy to get a positive result in negotiations with difficult customers. After the conversation is over, you can win your customer or cause them to turn to your competitors. Expressing yourself correctly will help you to be successful in this regard. Being a good listener puts you ahead in this regard. What is NLP? Learn the Secrets of NLP
However, difficult for customers to understand that they do not listen, so show that you are listening with your gestures and movements. When your customer is speaking, nod to confirm your understanding and, if possible, write down what they are saying. It’s good to use your ability to empathize, put yourself in your customer’s shoes and adjust your attitudes accordingly. Keep your cool and always be solution oriented.
Get Fully Equipped With Your Product
If you work in the service industry, you may encounter difficult customers quite often. There is such a thing as being a difficult customer in business life. This should not intimidate you and should not cause you to move away from your profession. We should not forget that the person in front of us wants to get the best value for the money paid. In this context, it is very important to be able to transfer the product or service you market to the other party in the best way.
Be honest with your customer and do not resort to lies such as “I use the product myself”. Getting the right training will help you deal with difficult customers. No one can defend a product they do not know fully against their customers. Show your professionalism and persuasion skills in front of customers. Selling to difficult customers isn’t easy, but when you do, your self-confidence will increase. What are Digital Professions?
Communicate Correctly and Be Respectful
Difficult customers can create the same feelings in you with the words they say and the actions they make, causing you to get angry. In such situations, be patient and stay calm and focus on the conversation. Depending on your point of view, you may be telling the truth, but don’t forget to evaluate the situation from your customer’s side. Focus on empathy and finding solutions. The effective and logical communication you establish will play an important role in dealing with difficult customers.
There may be someone speaking to you in a loud and rude manner. Take care to express yourself accurately and patiently here. Do not set out from the principle that the customer is always right, but do not hit the unfairness of the customer directly in his face. Difficult customers want to be listened to. Try to tell the truth in constructive and clean Turkish.
Solve Problems Quickly and Intelligently
Difficult customers want their problems resolved quickly. It would be beneficial for you to approach them solution-oriented without distracting them. In this sense, you need to be equipped & prepared. Focus on understanding your customer’s problem first and don’t let misunderstandings happen. Blaming the other person negatively affects the communication between you and distracts you from the solution. If you adjust your tone of voice according to the person in front of you, you can create a healthy environment of trust.
Difficult customers do not forget their bad experiences for years and they tell it to their environment. So always focus on making a positive impact on your customer. Look for smart and logical solutions to achieve this. As long as you follow the right path, everything will be fine and you will gain their appreciation for taking care of their problems. What can I do with an economics degree?
Don’t Miss Your Customer
The majority of complaints are made by difficult customers. If you don’t respond to people’s requests or meet the standards they want, they’ll go to your competitors. Adapt to the situation by producing new alternatives and not succumbing to pessimism. Show that you are ready to help them by focusing on producing fast and reliable solutions. Letting him think you can’t help means losing a customer.
When customers cannot find an interlocutor, they look for a solution elsewhere. If you apply the right strategy and steps, you can confidently reach the result in the face of difficult customers. Call back after a few days and make sure all is well. Thus, you eliminate the possibility of your customer losing their trust in you and the company.
There is free online training given by the Istanbul Business Institute, covering the subject of communication with the customer. You can improve yourself in this regard by taking the Methods of Dealing with Difficult Customers training.
Is There Training To Deal With Difficult Customers?
There is free online training given by Istanbul Business Institute, covering the subject of communication with difficult customers. You can improve yourself in this regard by taking the Methods of Dealing with Difficult Customers or Effective Communication Training in Business Life.
What is the main point of the training?
It has been emphasized that the most basic points for communication techniques are eye contact and body language in seminars or articles related to the subject in training given for sales consultants. Body language and its importance for effective communication is an issue that cannot be overlooked.
When we look at it from afar, it is necessary to look not only at the service buyer but also at the seller. Because the main problem for both sides is the education problem. This situation becomes a mutual battle between a service seller, who is not able to convey his demand correctly, and an egoistic service buyer who has not reached enough information and has no patience for his opponent.
Both parties should be able to manage stress in such situations. In this age where our tolerance for each other has decreased, we actually do nothing but tire each other. First, let’s beat our ego, let’s go back to our essence, let’s criticize and improve our ability to empathize. What we criticize today, we turn into what we don’t like, tomorrow of our own accord. What are the Examples of Product Innovation?
Dealing with customer complaints is difficult. If you want them to be productive then you should follow the steps above to understand why the customer is unhappy and see what can be done to please them. They can then become brand advocates, driving more traffic to your brand and improving your customer reach. Have you dealt with customer complaints lately? How did you solve it? Tell us in the comments.
Why Do Difficult Customers Happen?
People’s insatiability, bloody full moon eclipses, the smell of jealousy in the air, & people’s narcissistic feelings appear as difficult customers that make our lives more difficult.
Is the Difficult Customer the Only Criminal?
It would be unfair to put all the blame on difficult customers. Employers who have not been able to train their personnel, do not attach the necessary importance to education and never accept responsibility, throw their employees in front of difficult customers like bait. What Is Data Analysis? Methods, Techniques, Types & How To
What Causes the Troubled Process in the Sales Process?
Such situations we encounter put us in a difficult situation both as a service sellers and as a customer and reduce our motivation during the day. Moreover, being rude to people doing their job is not acceptable to our friends and business circles. How To Make Your Job Application Stand Out?