How to handle difficult customers

Posted May 25th, 2009 by Dr James Pratt

In my previous Success Marketing Strategy blog I talked about that to be successful as a Customer Service Diplomat we deal with situations and people that in our opinion do not behave as they should.

Here are the steps you should follow in dealing with these difficult people:

1. Never argue with a customer. There is an old saying you never win an argument with a customer because the customer has the ultimate final word taking his business elsewhere forever.

Also the customer, even if his/her complaint is unreasonable, has options of filing complaints with entities like the Commerce Commission, Fair Go, local newspapers and TV stations.

Responding to the resulting inquiries from the inanities can be time consuming, costly and embarrassing to your company. Being involved in such an out-of-control situation won't do you any good either. Arguing with a customer will almost always increase the customer's anger.

In war talking will lead to the escalation of hostilities and you'll always wind up losing in that kind of escalation.

Have you ever seen a mother get in a shouting match with a little kid? She loses. She has let the kid bring her down to the child level of combat. She has given up her authority advantage, her maturity advantage, her role advantage and her ultimate advantage which is a calm attitude. You can't let a customer sucker you in to an emotionally charged argument either. You have a role advantage and you can have the advantage of a calm attitude.

2. Being right is a lot less important than being successful. We must put desirable results ahead of all other considerations. Particularly personal and emotional considerations like pride or ego. In these situations the desirable results are defusing the customer's anger – resolving the problem and keeping the customer.

Making the customer feel foolish is no way to get these desirable results. Demonstrating knowledge superior to the customer is no way to get these desirable results.

You need to measure your success in these situations not by, "Boy I sure showed him," but by attaining these desirable results.

Here are a few quick tips to help you with success guidelines #1 and #2. Good words are, "I understand your complaint sir/,madam and I want you to know that I intend to help you resolve this problem as best I can as quickly as I can with no argument."

Note that you never said you agreed with his/her complaint just that you understood it. It takes two to argue. An irate customer will run out of wind for his/her sails all on his/her own. Their level of rage will decrease as they yell or talk. Many customers work themselves into a frenzy…angrier at the anticipated battle than at the actual problem. If you don't provide the anticipated resistance their anger has to dissipate.

In the next Success Marketing Strategy blog we'll pick up with steps 3 through 5 of dealing with complaining customers in a difficult situation.


Stay up to date on what's new

Its FREE and easy to subscribe.

replica watchesreplica watches of Porsche design are quite famous, especially amongst the users who are fascinated by mechanical designs and sporty machinery. Those who are fond of the fast and furious rolex replica things have an immediate fondness for this kind of design and hence its replica watches are the fastest selling of all breitling replica. The design is basically an imitation of the complex designs we have in machinery of cars basically. It looks like a wild variation for a replica watches to have but the moment you look at the piece, you fall in love with it. The most conservative designs rolex replica have been imitated in these designs and people are going heads over heels over them. This is the reason why the elegant and functional breitling replica designs have created such a place for themselves in the market. The reputation of the fake replica watches of Porsche design is nothing less. One can expect some nice fabrication, clear face and legitimate designs in rolex replica. The prices of these replicas are much lower than the original but the craftsmanship is outstanding. One would never complain about any lacking feature, it is so original. But what remain the high points of Porsche design breitling replica is their elegance. They suit every hand and bring a classy aura to the person wearing it. And even after being so classy, you can still expect great functionality from these watches which is what people love about these replicas. There is a large variety available in these design watches. They will make you wonder how imaginative the manufacturer can be and how original even a fake time piece can be. replica watches watches are one of the most well known timepieces in the entire replica industry. The credit to their wide popularity goes to the originality of design that the craftsmen of the replica give to the timepiece rolex replica. You would be amazed to see that every tiny and basic detail is taken care of so well. It becomes very difficult to point out even a single mistake in it. The logo, the marks for hours and everything else possible is given its due importance in fabricating replica watches of Rolex. In fact, very few people can themselves make out the difference between an original and breitling replica; such is its imitation.