have you ever come across difficult customers the ones you just can’t connect with because you’re upset? Customer service is essential to have a successful business that can grow, but there are times when empathy is not achieved to find the buyer.
“You have to consider that the main objective is to keep the relationship with the client healthy for their own good and that of the company. What happens to the difficult client should not be taken personally, we are all exposed to having it. Empathy and patience are very helpful tools, as well as the rest of the advice exposed. Remember them and practice them to be ready if you need them at the right time”, Salvador De Antuñano, director of Human Resources at Grupo Adecco.
How to handle difficult clients?
Grupo Adecco México lists below some tips to have a better understanding and above all take care of your stomach of anger when you run into difficult clients who can embitter you for much of the day and even cause you high levels of frustration, disappointment and anger.
1. Don’t take difficult customers personally.
A difficult customer will have your personality and relationship style with times when they are unreasonable and wantonly cranky for various reasons that may not even involve the company. It’s not about you so don’t bring difficult customer problems home or into your personal life.
2. Listen to them
You know they’re not right, but they still don’t understand it, so take patience out from under the rocks and make them feel heard and let them vent. This way they will clarify and in the end they will feel that you have paid attention to them.
3. Find the balance point
Try to discover where your anger, annoyance or frustration may come from in order to approach the situation from another, more objective and neutral angle. Identifying where the reaction originates from, you can determine if the arrangement is made by talking calmly or if it is better to have a more in-depth conversation later.
4. Empathy
He tries to put aside his aggressive, rude and wrong attitude. Whatever he is going through longs for you to help him and understand his discomfort. Remember the point of listening to him, try to be authentic by showing him a willingness to help him, even if you don’t feel like it at all, be understanding, use eye contact, body language and the right words to let him know that you care about him and are interested in what he has to say. happens. Give him the pleasure of finishing first speaking.
5. Speak slowly and use a friendly tone of voice
If your client raises his voice, you do not have to respond in the same way. Lower your voice and slow down the speed with which you speak so that the effect is the opposite of what he does. Aggression with aggression does not work, become the point of balance to return to the center of the conversation and calm him down by showing firmness and security by leading with respect and setting limits. The objective is to set the example by being a source of inspiration for the client and to relax with your tone of voice and way of speaking.
6. Imagine that there are more people around you
In case you are more reactive and find it difficult to stay calm, imagine that there are other people around you, other clients or users and that they are talking about you about how you proactively resolve conflicts and cope in the best way. manner. Stay confident and collected in the speech this helps keep you professional and upright even though you want to scream.
7. Pretend to be wrong (within an average level)
The moment you agree with the client, assuming that you “agree” with everything your client says, there may come a point that he will relent and soften and can say phrases like: “I know it’s not your fault” or “despite It’s not the best idea, it might work.”
8. Have some detail
Perhaps to repair the damage, you share some detail with them such as a chocolate, a cup of coffee, cookies, a cake, or even something that you know they like very much.