(Please make sure you click on the link at the bottom of this article which will bring you to the list of 105 Ways to Deal With Difficult Customers.)
We’ve been through this topic more than a few times over 618 issues of the Newsletter.
Just so that you know, I understand that some customers can be the “customers from hell.” We all have stories. There are even websites devoted to the “customers from hell.”
Read them and laugh.
Here’s some postings on the Consumerist website:
Restaurants have their own problems.
I have 30+ years of experience hearing about the retail customers and restaurant guests from “hell.” You can read lots of funny stories by clicking on the above two web-sites or searching Google for customer from hell.
We can all agree that some customers are not easy.
Add to that, you have your “employees from hell” that can be causing you problems.
- So I have acknowledged that customers (and your employees) can be a problem, but we can’t do without them.
So, how do you handle customer complaints?
As the owner or manager of a business, you must always take the stance that THE CUSTOMER IS ALWAYS RIGHT.
No matter how difficult a customer may be, it is your job to always resolve customer problems and to make sure that the goal of all of your employees is to always work towards resolving customer problems.
Your best customers will be those customers who have had satisfactorily resolved problems.
If you employees see you mishandling a customer, they will mishandle their customers.
“Agree with the customer. Be empathetic to the customer’s situation and consider how you would feel if you were experiencing the same problem. When you tell a customer, ‘You’re right — I would be just as upset as you are if this happened to me,’ you disarm hostile attitudes by showing the customer you are on his side.” (From Dartnell’s Customer First)
According to 15 Traits of Top-Tier Support Departments:
Give Credence to Complaints
Harsh words are not always indicative of insight, andcomplaining customers are not always a sign that something is wrong. Be that as it may, sometimes great feedback is buried within the vitriol-give credence to every message.
To stay consistent in tone and process, use the CARP method:
- Control the situation.
- Acknowledge the dilemma.
- Refocus the conversation.
- Problem-solve so the customer leaves happy.
Read the entire article at:
According to Carol Roth, author of the Entrepreneur Equation, “You can’t have a business without having customers and unfortunately, where there are customers, there are also ‘difficult’ customers. We’ve all had to deal with them in varying degrees- the customers that argue, yell and complain, the customers that call/email constantly and want you to be available at all hours of the night, the customers that are never satisfied, the customers that are looking to get a freebie, etc.”
…and here is the big list from Carol Roth: