Managing a difficult customer

Shelter Chieza Change Management
I have worked with some of the most demanding customers that could easily take awards for being difficult. As much as we appreciate that customer is always right, there are some moments that customers may use the leverage of their position to justify their behaviour .

I have often had to deal with difficult customers every now and again. Often, it was because of things that I could not avoid, such as when a third party has immediate control over a defective product. There are also times that I have had to deal with something that had a direct response to something I or the company did.

I have found it helpful to give the opportunity for the customers to communicate how they feel. That space may be all they need to “vent” out to help move forward towards resolution or come up with some results.

If you see that they have finished expressing their feelings, be courteous to apologise for their unhappiness towards your business. There are times I have felt that they may not have a genuine reason to react so but I have let them be. Even if you do not feel they have been let down in anyway try to give them the support they need.

It pays to listen to customers complaints. I have felt that even if their viewpoint is not your viewpoint; always ensure that you deliver a response that shows you respect their opinion. If they are challenging your accounting procedures for instance, start with stating why it’s in place and why it must be enforced.

Your role is not to compete and justify how professional your company is. Yours is to offer a resolution to ease their frustration. When it comes to these issues, you must explain your lack of immediate control but offer your willingness to help them navigate the problem. By offering an explanation and offering a willingness to help, customers are more likely to embrace your support instead of shunning your business.

I have often seen the benefits of fixing the problem at hand. If you can provide an immediate reaction to the problem at hand, do it to accommodate the irate customer.

I believe that if you can have the flexibility to quickly respond to difficult customers. There are customers that love creating scenes in front of other customers, you should aim to resolve it as fast and quietly as possible. I usually take the customer to the back office to avoid other customers speculating what the problem is about.

Some customers will never stop at it, they will go on and influence others or invite them to the “party”. Your aim at this point is to leave your disgruntled customer feeling satisfied that they have experienced valued customer service. This could be the same customer that can influence others to never do business with you again.

As much as it is the norm that problems will occur, people will complain and business will move forward. Businesses gain value through their reaction to situations. I have not let challenges go before me, I have rather taken these as moments of learning and ultimately determining what value it brings to me and the business.

There is also a high level of self restraint you have to put on when dealing with irate customers. You must learn when to be hard and when to be soft in conflict. If you come across as soft and not talk over the difficult customer, even when it’s abundantly clear that she is off base, you gain the power and respect.

I have often found it easier to have the right words to use with the customer who is demanding. Statements can diffuse the anger such as, “I can understand how frustrated you must be to have been kept waiting . . . ,” or “Thank you for bringing this to my attention . . . ,” or “I am sorry this has happened to you. Let me see what I can do.” Other useful phrases are, “Thank you for listening to me. I have three ways in which I can help you.” “Here’s what I can do.” Or “Sir, I am going to help you. Don’t use phrases such as, Please don’t make it more difficult by continuing to yell at me?” “What’s your problem?” “Calm down,” or “It’s company policy.” “If you would just listen to me for once . . .” Remember, getting a difficult or angry customer to calm down is an art, it must be practised.

It may not be easy to follow up with the customer but I have seen it necessary to lure that customer that can be a come back. There is always room to invite them to come and do business with you again. They probably will come back again simply because you have shown them that you value their business by resolving the problem.

Till next week, may God richly bless you!