Many businesses have to deal with the unhappy or angry customer as a part of roles, and it's a happy ending or maybe not. Facing an unhappy customer, whether in person or on the telephone, or via messaging, is many people's nightmare.
But if the situation arises and we know what to say, and more importantly how to say can save or end up with a better relationship. So, I am here with some tips to manage difficult customers to save the customer from churning.
When you're upset and having a conversation with your loved one, and they say, " I understand." I don't think that makes you feel better. This kind of statement doesn't help in such a situation.
Customer: " I'm frustrated because our budget is too low and you're unwilling to offer us some great offer or discount."
Sales Manager: " I understand, but......."
Well, I think the conversation didn't go well at all. Instead, practice listening. These help to understand what other person is saying by their body language. Then, respond by reflecting on your thoughts and feeling you heard from customers.
Affect heuristic is also called a mental shortcut. It helps to make a quicker decision based on situation, place, and feel towards the person. In simple terms, we make decisions and judgments based on our experiences and views.
Your customer may be unhappy due to the nonfulfillment of promises done by your dealer. In this situation, we need to decide through understanding and develop our own opinion based on what we already know.
Ask questions to clarify the doubts and know the root cause of their apprehension. The questions can help to relax the customer. Questions such as-
- I would like to help you. Tell me more about your problem.
- How can I help you to solve the problem?
- How can I make you feel comfortable enough to move forward?
Let Go the Fear
Fear of negative outcomes drives many reactions at a time. Fear makes us control things. If the customer is very unhappy, it makes us afraid to challenge them because it may ruin the customer relationship. If they express disappointment with the prices of products or services, it makes us afraid of losing them.
Let not think about the idea of fixing anything. When you talk with different clients, understanding the problems and not immediately come to a conclusion.
Anger is Natural
Even throw price or time investment is required, and watch your customer getting disappointed or maybe even angry, at how high it is? A customer tells you about their budget for your product or services, and it is too low that makes you mad.
The emotion of anger is natural in humans. In short, anger is an evolutionary way of bargaining. We change our facial expressions to drive our opponent to place a higher value on what we offer.
Conflict is a part of the business. How you react under pressure and fire impact the future of your business. " The customer is always right" still rings true.
Treating your customer with disrespect can reflect a negative impact on your customer relationship and your company's reputation too. Remember, customers always mirror your behaviour and don't expect friendliness and understanding in return.
Dealing with a difficult customer is never the easy way. If you can handle the situation- it may help you improve the customer relationship and gain trust in return.
Make sure to listen patiently to customers' problems and complaints before reacting to their anger. Be calm and try to help them to solve the problem.
If you're unable to fix the problem, then ask your customer what they are expecting. Keep follow up with your customer to make sure they are happy and the problem is resolved.