10 Simple Tricks to Manage Difficult Customers


Customers are always said to be right, but the customers will always be the customer. The total quality given to customers is what at most times differentiate your company from the competitors. Poor customer service may lead to loss of revenue, drop of profit and may result in eventually making losses and even business closure. In business, one should always be aware that customers are different. There are those clients who are tough to handle, but one can always make it work.

Types of difficult customers.

• Angry
• Intimidating
• Indecisive
• Demanding
• Talkative
• Impatient

Professional way of dealing with difficult customers

1. Listen

One should never at any one time try to speak over the customer. They should be allowed to have their say even if you may be knowing what they will say next. They may be mistaken or have less information and despite this listen and take this as an opportunity to build rapport with them.
2. Build Rapport by showing empathy

You should be in a position to put yourself in the shoes of the customer. Demonstrate that you understand their situation by echoing back the source of their frustration. Identifying with their concerns enables them to calm down. Repeating what they are saying by paraphrasing, it makes the customer feel better understood.
3. Do not raise your voice.

When the customers become loud, speak slowly and in a lower tone. Being calm will reflect on them and in this way they will take it easy. As you approach the situation in a calm, clear mind and show no effect regarding the customer’s volume and tone, the anger in them will eventually dissipate.
4. Assume all your customers are watching you.

Pretend that you are not dealing with the single customer but with an audience that is observing your interaction. The perspective acts as an emotional buffer especially with the verbally abusive clients and thus enables you to think clearly when addressing the concerns. An unruly customer can be a negative referral to a potential customer and thus in such a situation one should ensure they do their best to address the concerns and in a calm manner.
5. Know when to give in

The customers airing their complaints and concerns may take very long to get them to calm down, and they may risk having negative referrals, despite this try as much as possible to make a compromise that inclines more to their favor. This helps you to have time to nurture more productive relationships. You should also keep in mind that this is not any common customer interaction and the situation is exceptional.
6. Do not get angry or upset.

When the customer swears gets agitated and becomes verbally abusive, take a deep breath and act like you did not hear it. Responding in kind only worsens the situation. At this instance remind the customer that you are there to assist them and you are their best immediate chance of resolving the situation.
7. Never take it personally.

Speak on the issue at hand and do not take it personally despite the fact that the customer will. Bear in mind that the client does not know you and they are venting their frustration on you as the company representative. Always guide the conversation to the issue at hand and the way you intend to resolve it. Furthermore, do your best to ignore the personal utterances.
8. Always remember you are dealing with a human being.

Everyone has one of those bad days. Before interacting with you, the customer may have undergone some other frustration and may be inclined to take it out on you. We all have had a share of the same experience at one point and so try being pleasant and making their day better in a calm voice. This will get you feeling good as well.
9. If you promise to call back, always make sure that you do.

Whether it is an update that you had promised and probably are not successful at getting it, make sure you call the customer at the scheduled time anyway. The customer will appreciate the feedback and know that you were not trying to dodge them.

10. Summarize the next steps.

After a call, it is reassuring to let the customer know what to expect and be sure to follow through your promises. Document the call to ensure you are well prepared for the next interaction with the client.