Customer service is key to running a successful business. If your customer is unhappy, you’re going to lose money. It’s that simple. And yet, many businesses still fail to deal with difficult customers effectively.
To understand why someone is behaving the way they are, you have to focus on their needs. If you don’t know what your customer wants, how can you be sure you’re providing what they need?
Don’t let your customer make demands of you. Acknowledge that they’re frustrated and angry, but don’t engage with them in a way that will escalate the situation.
Your customers will usually give you more information if you ask for it.
When you encounter a situation you’re not familiar with, ask questions to gather more information. Are they new to this kind of transaction? How can you make their experience better? What would they change about the transaction if it were possible?
You know you can’t please everyone. But don’t let that stop you from finding common ground. Give your customer some options if you’ve got a deal on the table.
Even when you’re feeling frustrated or angry at a customer, remember that you are in control. Don’t get sucked into a situation and lose sight of what matters most. There’s nothing more unprofessional than letting your emotions get the better of you.