If you are an entrepreneur you will agree that you occasionally have to deal with unsatisfied customers, which can be very tasking. Interestingly, if we know what to say and, more importantly, how to say it, we might transform the situation, thereby ending up having a better relationship with our customers.
‘Customer is King’. Is this saying accurate? The customer may always be right, but that doesn’t mean all customers are relatable. Still, if you want to stay in business, you have to deal with them. Finding techniques that help you manage unsatisfied customers and win them over is crucial to any business. In this article, we’ll explore how to deal with such customers. We’ll discuss specific tips that you can use to smoothen things with your clients so that you can leave them feeling satisfied.
Step One- Listen
First and foremost – listen and again, listen. Do not try to talk over the customer or attempt to argue. Give him/her the liberty to explain even if you know what the person would say next. Listening allows you to maximize the situation to build rapport with such an individual because he/she wants to be heard and understood. It is important to be subtle and not jump to a conclusion. Give your customer all of your attention. If you need to, ask questions to make sure that you’ve identified the problem correctly.
Step Two- Empathise
Putting yourself in the customer’s shoes would enable you to understand their predicament clearly. Responding in kind will not solve anything, and it will usually escalate the situation.
Remember that your customer is human too. Everyone has bad days. Maybe they got stuck in traffic and missed a crucial appointment. We’ve all been there, to some degree.
Step Three- Know when to settle.
At a point, it is crucial to know the appropriate time to give in. Imagine how you would feel having to argue back and forth, thereby risking more negative reviews when you could have just drawn a middle ground, a bit more in their favor. It is also imperative to know that this doesn’t happen every day. It is an exception.
Step Four: Present a Solution, Take Action and Follow Up
There are two ways to do this. If you feel that you know what will make your customer glad, tell them how you’d like to correct the mishap. If they do not accept your proposed solution, ask them to identify what will make them glad. Once you’ve both concluded on a solution, you need to take action immediately. Carry the customer along to make them feel appreciated.
It is crucial to handle difficult customers professionally. Learning how to stay calm under pressure can help you get through challenging situations with poise.
No one likes to deal with angry customers, but following the tips above will help you strengthen your relationship and explore further opportunities with them.
Author: Seun Fagite