Best Ways To Deal With Difficult Clients

Article Written By: winston

While clients can become difficult for no fault of yours, in most cases it is because mistakes have happened in dealing with them and how you respond to the situation dictates whether they remain difficult or not. An unhappy external client can often start a chain reaction that leads to a significant loss in sales.

The customer is not always right but he thinks he is, and when he is being difficult there is no point in trying to tell him otherwise. Your aim should be to calm him down by letting him know his difficulties – imagined or not – are being taken care of. Once things are back on track and sufficient time has passed you can, if you think it worthwhile, politely bring up the problem and explain what really happened.

Customers can often be emotional and rude. Do not let it get to you and do not become defensive. Either action will only provoke more attacks. Stay objective, listen and respond logically. Your coolness will rub off on the customer.

Let the customer know that what he is saying is important to you. Pay attention to what is being said and try not to interrupt. Respond when you can do so politely and ensure that what you say is in response to what you have heard – the customer will know that you have been really listening and that will be appreciated.

Empathy is a powerful tool in controlling a difficult customer. Phrases like I know how you feel”, I would be upset too”, I can see it has been difficult for you” and so on create a link and the customer feels that you truly understand the nature of the problem and will therefore do their best to correct the situation.

Apologies are cheap and "sorry" is a word that has lost its impact by overuse. Apologize once for what has happened and make sure that it sounds genuine. Make the apology specific – I am truly sorry that you had to undergo all these problems because of…..”

When the customer finishes talking, summarize the nature of his problem. This will ensure that you have understood it correctly and give the customer the reassurance that you have noted the issues. Do not go into the causes for the problem unless you can do it quickly and in terms that are clear and easy to understand.

When you know you are not at fault it s tempting to give explanations for what has happened. Do not do so unless the facts can be presented quickly and clearly. Long-winded technical details will sound like jargon is being used to cover up the truth. And avoid giving explanations if the facts are open to varying interpretations. A difficult customer will seize on the most negative interpretation.

It is not enough to say that you will ensure the problem will not happen again in future. That means nothing. Give details of who you will be taking up the matter with and what exactly you plan to suggest to your organization to ensure the problem does not reoccur. If possible, give a commitment on when you will get back to the customer with information of corrective action taken.

About the Author

The Dealing with Difficult People workshop is designed for anyone who has to deal with difficult people or difficult issues.Dealing With Difficult People Training courses are new and offer effective approach.

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