In the era of online shopping, dealing with difficult customers is a big challenge that has created a new level of importance. eCommerce customers cherish access to a wide array of products and services at reasonable costs and with quicker delivery than anything they have come across from pre-internet or high street.
However, when you had an experience of super-available, super-cheap, and super-fast, it is all the more unsatisfactory when it goes wrong.
The Importance of Taking Care of Difficult Customers
The importance of dealing with difficult customers is worsened by specific fundamental features of ecommerce, like the consumer’s instant right of reply. Hence, there’s enough opportunity to fire off a bad review or customer compliance when something does not go to plan.
Given that sales on many marketplaces are highly dependent on customer feedback, that negative review is front and center for everyone to see.
Take note that difficult customers leaving negative reviews are not a disaster. A study into online marketplaces has discovered that sellers with a 4.2 to 4.5 average star rating are perceived as more realistic and efficient than sellers with a consistent 5-star rating.
What’s more, customers are considered pragmatists and understand you cannot get it right every time. New reports made review farms’ public knowledge. Therefore, sellers without a single negative review are perceived today as suspicious.
However, that does not suggest you can overlook a difficult customer. Buyers may be pragmatists, but they are not mugs. They like to know how your store or organization is going to handle it when something does go wrong.
Take note that handling negative feedback is an honest and open way that offers them the info they need and the assurance to move forward and click BUY.
Practical Ways to Handle a Difficult Customer
Below are some effective tips you can keep in mind whenever you are faced with a difficult customer. This will help you turn a bad customer service scenario into an opportunity to enhance your business.
Tip #1. Listen to what your customers have to say
As much as possible, don’t try to talk over the customer or have an argument with them. You need to allow them to say their opinions, even if you know what they’re going to say next, that they do not have all the info, or that they’re mistaken.
As you listen to them, take that chance to establish rapport with them.
Tip #2. Create rapport by empathizing
You need to put yourself in your customer’s shoes. Mirror the source of their problem and express that you know their situation. Doing so will help them calm down a bit.
Tip #3. Have a calmer and lower voice
Always speaks slowly in a soft tone when your customer gets louder. Remember that your peaceful manner can carry over to them, helping them calm down. It will help if you approach the scenario with a calm and clear mind.
Don’t get affected by the customer’s volume or tone. It will help dissipate their anger later on.
Tip #4. Respond to your difficult customer as if all your other customers are looking
Why don’t you pretend as if you’re not just talking to one customer but to an audience who is observing the whole interaction? That change in point of view can give an emotional bugger if your customer is being verbally abusive and will let you think clearly when reacting.
A disorderly customer could be a negative referral. However, consider they will repeat the discussion to other possible customers. That mindset could help you do your best to deal with their issues in a very calming manner.
Tip #5. Learn when to give in to your customers
Do you believe satisfying a rude client is going to take more hours and a tablet of aspirin and would still end up in negative referrals? Then it may help if you take the high road and compromise in their favor.
That will offer you more time to nurture more productive customer relationships. Don’t forget that the engagement is atypical of clients, and you are dealing with exclusion.
Tip #6. Staying calm is the key
Is your customer already cursing or being verbally rude towards you? Take a deeper breath and continue as if you did not hear them. Reacting in kind won’t solve anything, and it will just intensify the situation.
As an alternative, remind your customer that you’re there to help them and are their best chance of resolving the scenario. The simplest statement often helps resolve the case.
Tip #7. Do not take it personally
Ensure you always speak to the concern at hand and don’t ever get personal, even if your customer does. Keep in mind that your customer does not know you and is only venting out your frustration as the company’s representative.
Slowly guide the discussion back to the concern and how you plan to resolve it.
Tip #8. At the end of the day, your customer is a human too
Everyone has their fair share of bad days. Perhaps your rude customer had an argument with their partner, had a run of bad luck, or got a traffic ticket. To some degree, we have all been there. Empathize and make their day much better by talking to them in a calming, pleasant voice.
Tip #9. Call them back if you promise them
Call the customer at the planned time, even if you promised an update that you do not have yet. Your customer will be more than happy that you’re not trying to judge them and will value the follow-up.
Tip #10. Conclude the following steps
Make sure you let your customer know what to expect at the end of the call. You also need to make sure to follow through on the promises you mentioned. Write down the call to guarantee you are well ready for the following interaction.
Would you like to drastically improve your customer service? This is where Customer Management System comes in. It provides you many benefits which will help you determine, understand and help your customers, so you don’t need to think about losing income because of incomplete information.