Let’s talk about handling difficult customers. We all encounter them, especially post-COVID, when people seem more stressed and less patient. It can feel like they’re taking everything out on us. But we can handle it!
Here are five ways to help you manage tough customer interactions and a few tips to recover afterward.
1. Kill Them with Kindness
When you sense a customer is about to be difficult, it’s time to turn up the kindness. Imagine you’re in a fast-food line and the person helping you isn’t very friendly. How do you react? You probably turn on your best manners, smile, and ask them how their day’s going, right? That’s what you can do with your difficult customers. Be so kind and polite that they can’t say you’re doing anything wrong. Flip their negativity upside down with kindness, and it might just turn the coversation around.
2. It’s a Them Issue, Not a You Issue
Most of the time, when someone is being difficult, it’s not really about you. They may be having a bad day, feeling stressed, or upset about something totally unrelated. So, tip number two is simple: don’t take it personally. The person you are dealing with is likely frustrated with a situation, not you specifically. So, don’t let their attitude sink in and affect your mood.
3. Show Empathy (But Don’t Always Agree)
It’s important to show customers that you understand how they feel. But there’s a balance. You can acknowledge their feelings without necessarily agreeing if what they’re saying isn’t entirely accurate. You can say things like, “I understand why you feel that way” or “I’m sorry you’re upset.” Show empathy, but stay firm if their complaint isn’t valid. Let them know you understand, but don’t feel like you have to agree.
4. Educate Them on the Situation
Sometimes (a lot of time, really), the thing that’s making the customer upset is something beyond your control. Maybe it’s a claim decision, a rate increase, or a billing issue. In these situations, be honest. Explain the situation and educate them on the process. Then, help them understand what steps they can take next. This transparency builds trust and keeps the conversation moving forward.
5. It’s Okay to Agree to Disagree
Sometimes, despite your best efforts, the customer still won’t be satisfied. That’s okay! If you’ve been kind, shown empathy, and done your best to explain the situation, but they’re still unhappy, you can agree to disagree. Some people won’t be pleased no matter what, and that’s out of your control.
How to Recover After a Tough Interaction
So, you’ve dealt with a difficult customer, and now you’re feeling rattled. Here’s how to recover:
Breathe: Don’t say anything right away. Just start taking deep breaths.
Take a Break: Step away from your desk. Don’t sit there staring at your screen and reliving the interaction. Go for a walk. If you need to leave the building and yell outside, do it! Find a way to release the tension.
Don’t Spread the Stress: Avoid venting to your team. If you spew negativity, it can bring everyone else down, and it’ll take time for the group to get back to being positive and focused again. Keep the team’s morale up by handling the stress privately.
By following these five tips for and knowing how to recover afterward, you’ll be better equipped for handling difficult customers and raising the bar as an asset to your team. Stay kind, stay calm, and keep moving forward!
