How to Handle Difficult Customers by Myra Golden

How to Handle Difficult Customers by Myra Golden

Way to start conversation with an angry customer:

-10 first seconds are crucial
-Take control
-Listen to customer
-Limit responses
-Acknowledge anger: channel emotions

Customer's actions and customer service way to handle it:

-If a customer vents the customer services representative has to listen carefully:

-Give full attention
-Offer simple reassurance, not interrupting for a small period of time(20 secs), no more, it will make it worst.

-Acknowledge emotion :

        Is the customer angry, why.
        Is the customer confused, why.

Understand also why and find a communication chain. USE FEEDBACK, ask questions.

-Understand customers expectations and solve them, help them and make them your task for the moment and solve them in the most professional and easy going way, as fast as it can be, as efficient as it can be.

Use some ideal phrases to connect with customer.

-Channel customers emotions and frustrations and transform them into resolutions and solutions; emotions are irrational filled with some personal feelings, understand that customers dont want to deal with some problems and that things happened, shift those emotions into rational thinking, it will make the customer acceptable when finding a solution. Make the customer think and realize that things will change and improve with cooperation.

-Ask simple questions in order to ease the irrational emotions, and then solve the problem, make the experience a changing experience and solve the problem, make the customer satisfied with the experience.

-Personal: study all customer service related problems, and think their problems and solution, also be aware of all kinds of the companies regulations and rules.

-Important: let the customer vent, understand their issues and solve them.

-Some important words to remind those in the area of customer service when dealing with irate customers are to: START<STOP<CONTINUE.

START to talk and take control of the situation in a simple and professional way.

STOP and listen to the issue

CONTINUE to ask some questions in order to best help the customer's issue and resolve it in the most simple and professional way.

Remember that customers will be angry at you because that's the only way they can be angry at somethings they dont fully understand, the goal of a customer service is to provide help and guidance in order to solve and satisfy the customer, in their continuation of the product or service.