Here are a few tips on how to better handle these situations:
1. Listen to what the client is saying
If the customer is unhappy with your service, listen to what she's saying and don't interrupt her. Ensure that you fully understand what the client is upset about.
2. Choose your words carefully
Know what to say to clients in situations like this. Don't agree to anything until you talk to your manager. Let the client know that you are going to report this to someone who handles customer complaints.
3. Apologise
Ensure that your client feels heard and understood. Provide feedback on what will be done about the situation as soon as you have this information.
4. Lower your voice and stay calm
If the customer is speaking loudly (and even if they aren't), always stay calm and speak politely.
5. Come up with a solution and follow up
Explain to him/her how you are going to solve the problem and contact her once the problem has been resolved.
6. Thank the client for letting you know about the problem he or she has experienced while using your service.
Thanking your clients for bringing issues to your attention makes them feel as though they have been heard, as well as lets them know that your company takes its customers seriously and strives to improve its service based on customer feedback.
Staff Training presents its half-day workshop: How to Deal with Difficult Clients nationwide. Email us for more information or call (021) 839 3021.