Biz Tips: Customer-Experience Lesson 101: Dealing with Disputes & Angry Customers

Biz Tips: Customer-Experience Lesson 101: Dealing with Disputes & Angry Customers

Biz Tip:

Customer-Experience Lesson 101: Dealing with Disputes & Angry Customers

Running a business always has one most obvious thing: “Customer is always right.”

However, these right people can sometimes screw you up and get on your nerves if not treated well. Even if your customer support, sales, and the team are cooperative with them, there will still be some unsatisfied and unhappy customers you have to deal with.

Well. That’s a part of running a successful business.

Keeping everyone happy with everything is considered the most challenging part, especially when working with something sensitive or expensive.

But the next question is, what to do if you encounter a customer who’s annoyed, yelling, and upset at you? A simple answer is, with a lot of patience, you need some skills and tactics to deal with such situations.

It happens more often now, and the reason is that in the internet world, customers are now informed. They regularly see different brands and businesses who provide outclass customer experience, and then they expect the same from you.

Why’s Conflict Resolution So Important?

You may be thinking, why’s it so essential to resolving conflicts with EVERYONE! We can leave a few of them without wasting our time and energy. But no!

Referring to the research by Esteban Kolsky, “13% of unsatisfied prospects share their complaint with 15 or more people.”

In this era, businesses get 80% of the success based on reviews. If you get a prospect who’s not willing to return to you, he’ll go out and tell other people about it. Social media has now given customers more power than ever. Similarly, if customers get a positive experience, they’ll take no time to share it with their friends, family, and connections.

Do you know; “93% of customers are more likely to make repeat purchases with companies that offer excellent customer service.”

This positive experience can turn in bringing new quality leads, all at almost zero cost.

So, before going into the solution, we should first identify different types of unhappy customers to deal with them accordingly.

Different Types of Customers & How to Deal with their Problems

The Intolerant Customer

Complaint: An impatient buyer may be frustrated by a long line for waiting. They are the ones who might be running late for some important task at hand.

Solution: Communicate with them. Be transparent and tell them why it is taking more than usual to complete their purchase process. Ensure that they are aware of the efforts from your side in resolving the situation.

A Silently Indecisive Prospect

Complaint: Such customers may be looking here and there for the perfect solution but not asking for help. An indecisive customer struggles to choose between the right product or service.

Solution: Help them out. Ask questions about some of their requirements and provide them the best match. It can be telling them the features, prices, or warranty. It’ll make the situation better.

Remember: Helping out every customer is an add-on to boost your customer experience. You shouldn’t always wait for someone to yell and then listen to them.

Here come the difficult ones.

An Annoyed Customer

Complaint: No matter the scenario or solution, an angry customer is not happy with what you’ve delivered. It usually happens in a contract business, where the customer isn’t happy with the service.

Solution: It’ll test your patience. So, begin the interaction by apologizing for the issue. Try to make them calm and then resolve the situation by addressing pointed grievances.

The Vague One

Complaint: They are confused customers who don’t know what they actually need. They lack the information and have difficulty articulating the problem.

Solution: Ask a vague customer about what they are looking for, what problem do they have in hand, and how they are planning to solve it.

The Refund-Asker asker

Complaint: This customer type is unsatisfied with the product or service, and they need their money back. It usually happens where costly repairs come, like repairing a car, and then the repair goes wrong.

Solution: While the best course of action is to provide a full or partial refund. You can also fix the wrong service (if you think you can.)

However, if your business doesn’t have a refund policy, consider having a ‘no refund’ paper signed up before repairing.

Universal Tips that Actually Work in Every Situation.

Practice reflective listening.

Put yourself in your customers’ shoes and devise a solution then. Here you need reflective listening.

This approach requires you to understand the problem faced by the customers. Don’t just respond immediately. See and observe their body language and focus on the words of explanation. Then, respond by the solution available.

For Example:

Customer: “I’m irritated and confused because we have a low budget and you’re unwilling to offer us a discount.”

You: “So, what I’m hearing is that you are facing a limited budget issue, and you’re unable to find the right product within that price range. Am I right? ”

Here, your ultimate goal is to empathize and make your customer feel heard.

Hold your emotions and keep calm.

Stepping into a business world comes with controlling yourself and understand that conflict is a part of the business. How you react in a certain situation will define your success or failure.

That’s why rudely treating someone can negatively reflect you and your company, so care about the reputation first.

If you’re struggling to calm the storm inside you, use these tips for navigating your next conflict:

  • Keep a smile on your face.
  • Always talk in a lower tone while also remaining assertive.
  • Refrain from name-calling or finger-pointing.
  • Never say those words out that may be used against you.

Explain the steps you’ll take to solve the problem.

Let them know that you are actually working on the pointed issues and trying to make things right. One simple way is to create a timeline for both you and your customers.

Note down the steps required to resolve a conflict and set the time when you expect to complete each one. It lets the customer know exactly what you’re doing and when they’ll have a solution.

Final Thoughts:

Be great in your customer service by using these tips to communicate with difficult customers. Remember, when it becomes hard to handle, just focus on getting the long-term benefits.

Always make your customers feel heard, understand their problem, ask questions, take the lead on conflict resolution, get a prior agreement, thank them for bringing the problem to your attention, and showing them you actually care.

Good Luck!

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