How 2 handle difficult customers?

Question

How 2 handle difficult customers?

Answer 1

2 phrases:

"i totally understand"

"absolutly" or "yes"... agreeing basically

and don't take it personally

Answer 2

Put yourself in their place.  They are either misinformed, underinformed, have unrealistic expectations, or are right to feel the way they do.

Don't automatically assume they're wrong.  Sometimes they have a valid issue. Nothing makes people angrier than someone who appears to be reading from a script, is incapable of thinking outside of the box, or just doesn't appear to give a darn about their issue.

First listen:  Sometimes just getting it off of their chest will be       enough.  Let them vent.   That way you'll get a full understanding ofthie issue.  Make notes of things you need to address when they're done venting.

Second:  Acknowledge their anger and frustration.  We all get angry sometimes and need to get it out of our system so that we can deal with things unemotionally.

Third:  Using your notes, question and clarify.  Make certain you have a complete understanding of their issue.  

Fourth:  Clear up any misunderstandings.  Make certain they understand the policies, procedures, etc. that regulate what was done or not done to their satisfaction.

Fifth:  Explain what your action will be.  Tell them what you can and cannot do to satisfy them.  Sometimes you may have to take the issue to a higher level or do some research to get them a resolution.

Sixth:  Give them your name and telephone number (operator number) and, if necessary, tell them when you are going to get back to them and then DO WHAT YOU SAY YOU'RE GOING TO DO WHEN YOU SAY YOU'RE GOING TO DO IT!

Seventh:  Thank them for taking the time to go over their issue with them.  Tell them that you appreciate their bringing this to your attention so that you can improve your customer service.

Answer 3

Difficult customer is difficult cos they didn't get what they really wants. They will be a little be angrier so nv say no to them. whatever they say (even if you don't agree) just say "YES... I UNDERSTAND, SIR/MDM) It works magically every time.. and of cos offer them solutions. Do not ask them what they want cos that will agitate them. Put yrself in their shoes and I suppose that would helps you greatly =)

Good luck for your work!! Chaoz.

Answer 4

Picturing yourself talking to a 1 year old in mind...

Answer 5

Kill them with kindness

Answer 6

Don't take it personal..listen to what they want n try to do it for them if its something not possible jus repeat tat its not possible in a polite way again n again..after a while they would get fed up n walk away

Answer 7

smile and nod...  if they get too difficult, call for a manager to assist

Answer 8

Treat them the way you would like to be treated.

Answer 9

beat them with a roll of change, then say "have a nice day"

Answer 10

Ignore them...but it depends which field are you in?  For me, just ignore them and get rid of them as soon as possible...works absolutely fine...every single time.

Answer 11

Just don't take it personal.  Be as polite as possible and continue to smile.  The key is - Don't take it personal -

Answer 12

Always be respectful and courteous.  Most "difficult" customers are just looking for excuses NOT to come back to a certain store.  If you are as helpful and courteous as you can be, maybe they'll be a little more friendly the next time they come in to your store.