As a professional salesperson or a customer service representative in a business, you cannot avoid conflict situations with customers.
So how do you keep your emotions from getting carried away by the anger of your customers? How do you get customers to say thank you when they are still angry? That is probably a difficult question even for those who have many years of experience in this field.
1. Think positively
Many people think that customers complaining about their products or services means that it is not a good thing. But if you look at it from another perspective, you will see that it is a good thing, an opportunity for you to constantly improve your products and services. Customers who care about your company will complain to you and give you the opportunity to make changes. If customers do not complain but quietly leave for another company, you will not have the opportunity to correct your mistakes. Whenever customers are not satisfied with the quality of your products and services, think positively, consider this a challenge that you need to overcome.
2. Don't let your emotions get carried away
Many salespeople or customer service staff fail because they cannot control their emotions when they encounter difficult customers. They are often swept away by the anger of customers. You should understand that as customers, they have the right to complain about your product no matter how perfect it is. You yourself, when you go out to buy a shirt, you find every way to criticize it, so why don't your customers have the right to do the same? In those situations, take a deep breath and reward yourself with a glass of cold water to calm down.
3. Help customers relieve frustration
When customers are angry, their greatest need is often to “vent their anger”. In such situations, you should be ready to be their punching bag, but not for every problem. Learn and use your listening skills. Put yourself in the customer’s shoes to understand their feelings. Let them see that you are on their side, their friend. Nodding, words like “yes”, “yes”, “really”, “no”… have a strange effect at this time. Try it, you will see its effect immediately.
4. Find out information about the problem
Everything happens for a reason, “there’s no smoke without fire” – that is the immutable principle of sales and customer service. The customer is never wrong, only your approach is wrong. Ask clever questions to find out the real reason why the customer is so upset about your service. Open questions like: Can you explain more? How can I help you?… will make the customer “open their heart” and share everything with you, helping you find out the real problem the customer is facing.
5. Help customers choose the best solution
A perfect service should always treat the customer's problem as their own. Whenever a customer has a problem, each employee should take it as their responsibility and help the customer choose the best solution. If a customer has a problem with a computer that you provide, let the customer know that you will send your employee to fix the problem for them immediately.
Customers do not care how you will implement those solutions, they only care about the problem and the results they receive. Always show customers that you, your company has a perfect service quality through time progress and service quality.
Difficult customers are an opportunity for you to continuously improve the quality of service for your business. Winning the hearts of difficult customers, you will have absolutely loyal customers for your own business because there will be very few companies that can satisfy them like your company.
People's Intelligence
