How to Deal With Difficult People in Customer Service
Although customer service representatives may have little to do with a product malfunctioning or service being dissatisfactory, they are often the people who must endure the complaining and anger from difficult customers. According to Customer Service Manager, angry customers will judge your service based on the way you handle a complaint. When dealing with difficult customers, focus on their feelings by listening to them, even though it may sound more simple than it is.
Other People Are Reading
Instructions
-
-
1
Analyze your behavior when speaking with customers. The Customer Service Zone warns that you may become annoyed when speaking to angry customers. Check your attitude toward the person complaining because your behavior could influence the customer to increase the aggressiveness.
-
2
Avoid getting emotionally involved. Customer Service Manager advises that you should concentrate on listening to the concerns of the customer, rather than take the emotional attacks or remarks personally. If this happens, look engaged in the conversation, but do not show how you feel when comments are made.
-
-
3
Let customers complain about the product or service that they are unsatisfied with. According to Customer Service Manager, clients want to be heard so that the customer service agents care about the issues being brought up.
-
4
Build a level of respect between yourself and the customer. Dave Kahle states that it is important to respect clients even if they are yelling or swearing in an aggressive tone. Show respect for the person complaining to you, but you should not support or condone the behavior. If this is difficult, remind yourself that the customer is not angry at you, but at a failing in the service or product.
-
5
Avoid the word "sorry." It is overused and not taken seriously by customers. Instead, use "apologize" when you want to relay regret for the customer's experience, suggests Customer Service Manager.
-
6
Show understanding and compassion for the customer to indicate that you are on the same side. It is important that the customer knows that you understand. Say something like "I see why you are upset" to diffuse the situation. This genuine response will show the customer that you care about the issues being raised.
-
1
