Unfortunately, difficult clients can go hand-in-hand with business. Even if your customer service department is as pristine as Amazon’s, clients are bound to have some sort of an issue. Although the pesky ones can cause an extra headache, there are certain methods to help your team better handle a trouble-client’s madness.
A general rule that is important in all aspects of life. But when it comes to business, how you first react during a conflict is extremely important. Allowing your emotions to cloud your judgement won’t get you anywhere. Take a deep breath so you don’t end up saying something you’ll regret. Most importantly, never stoop to the level of a client that is acting rude.
Lend an ear.
When you’re upset, you want someone to listen, right? Your clients deserve the same thing. Even if you don’t agree with them, at least try to understand why they’re feeling this way. Once it’s your turn to talk, start by recapping what they just explained. This will show that you truly care enough to take their feelings and stance into consideration.
Block out the noise.
It’s not uncommon for petty details to come into play during a conflict. However, spending too much time on these details will make it harder to reach an outcome. Instead, block out the noise, and focus on what’s really important. Ask the client what you can do to rectify the situation, and keep your eye on coming to an agreement.
Learning how to properly handle difficult clients will not only build your customer management skills, but reduce the urge to run for the hills when somebody is harping on you.