9 tips for dealing with difficult customers | Freshworks Academy
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- เผยแพร่เมื่อ 5 ก.ย. 2024
- If you are in a customer-facing role, you will often have to deal with people who are aggressive, abusive, unreasonable or even reasonable people who are simply stressed out. How do you make these conversations easier and less stressful for you and your customers?
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Here are some tips you can use to deal with difficult customers:
1. Show them you understand
2. Be quick to apologize
3. Set expectations
4. Don’t play the blame game
5. Escalate, it’s okay
6. Change agents
7. Establish equality
8. Train yourself
9. Face it head on
Follow these tips to turn your most frustrated customers into your most vocal evangelist.
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What are some of the ways in which you deal with difficult customers? Have you ever wished that you handled a difficult customer differently in retrospect?
I try to empathize with them and put myself in their shoes.
I am the customer. I did not get to become difficult, because...
I had a nosebleed, it happens sometimes, and I handed my camera over the counter because there's no good place in the toilets for it, and asked that my table not be cleared.
On my return, the table was cleared. At the counter, "We decided to give you a new coffee."
Another time, a bit weird. I hadn't noticed, but my coffee was slow in coming. "We made a new one, The Kid couldn't find you." (I was around the corner, adjacent to the counter. Walking around that corner, I can imagine looking everywhere I was not seated.
Of course, I go there regularly.
I am the customer, I became difficult. Another favourite café.
"Where is my coffee?"
"You didn't order a coffee."
"I did."
From there things got worse., the café initiated shouting.
I got a coffee, I had to pay (extra) for it.
Now, when I am in the area, I choose a different café. The other café has been doing quite well out of me.
Instead,
"Where is my coffee?
"I am sorry, we missed that. I will get it right now. Which coffee was that?"
I'd still be going there and recommending it.
I am autistic. I am incapable of diplomacy, so I likely seem blunt to neurotypical people. Don't misunderstand that as rudeness. "Where is my coffee" is a statement of fact, not of blame.
I disagree with you recommendation regarding angry customers. Hear them out, apologise "I am sorry that you are upset. What can we do now?" Sometimes you well get a reasonable response, sometimes the customer will ask too much, but be prepared for something less. Sometimes, "We can't do that, how about ...?"
In all cases, offer more than you need. The minimum at the second café was a free coffee. Better was a refund for the whole meal, equivalent in price to 4-5 coffees.
I always learned to just listen to the customer. Let them get it all out. Imploy active listing to prove you heard them.
Nah fuck them
Some customers are will be in a hurry they will be in panic and also make you panic by urging you so when you're not able to do things correctly
I'm here because a woman just insulted me like a couple minutes ago 🙂 I need to learn how to handle this type of people.
Same 😒🤦🏻
Same😭
You can’t really. People like that can’t be reasoned with.
I think understanding that you can’t always “handle” these type of people can be more effective in the long run. I would often feel hurt if someone insulted me and I never knew how to not take it as personal. Until I realised that I was giving away my power by letting that customer/friend/family member/whoever - make me feel that way. You can’t handle or control how other people treat you. But you have full ownership over your own reactions. And the best reaction sometimes, depending on the situation, might simply be NO reaction 😊
same, I used to feel guilty when they got mad but sometimes there's nothing you can do about it, customers sometimes are wrong and demand absurd solutions, it's not your fault, they just want to kill the messenger but these tips are quite useful
Apologies when unwarranted should never be given
I agree.
All of the customer service tips videos I’ve seen give the same advice. “ if a customer Is screaming and insulting you just give them a sincere apology” Nope
@@caitlin8274 I hope that when I act like a dick, the people around me will hold me to account and not apologise for actions that aren't theirs
Ik it’s really sucky but at the end of the day it’s about keeping your job because if you tell them something there is a good chance you will get fired. It should not be this way but that’s just how it is
Agreed, customer is not always right. Especially when you’ve gone above and beyond for them but they still make things difficult for you
Short and precise. Great tips, thanks!
💚❤ I find that its important to empathise and mirror back to the customer the last 4 or 5 words they said.
Then tell customers that I will do whatever is within my capacity to help.
If they then they go on being disrespectful I tell them that in no uncertain terms will I tolerate disrespect.
Customers when they see that you are disciplined and confident in what you're doing and you don't tolerate disrespect.
Ironically it tends to make them realise that you are someone that they could rely upon.
Whenever you assert boundaries and stick to them the other person realises that you are reliable and someone that they can rely on to get the help they asked for.
Its when you don't keep your word they start climbing all over you.
Its also important to realise that you are human and a irate customer could end up getting underneath your skin. Mistakes happen we're only human. Thinking or claiming that you could are and can be perfect 100% of the time is the greatest recipe for adverse results. And coming in with that "I am going to always be perfect attitude" is a perfect recipe for calamity and undesirable results.
❤💚
thank you for tips, it's important to stay calm, it's better to end conversation than saying something bad to difficult customer
I listen to the customers problem politely,I will try to explain the situation,and to try to resolve it or otherwise I will escalate the problems to higher authorities and I ask apologize from the customer
Thank you so much brief and excellent points ❤️💯🥰
Oh too hell with them! I don't deal with any problematic individual period! My response is always: "Hold on one moment" And I never return to them!
What will you do if they complaint on you ?because you're saying you will never return how ? Did you own a shop or something?
😂😂😂
How would you handle customers who refuse to cooperate when trying to help them?
Withdraw your help, stop insisting and let them suffer for a while. Then come back and reoffer your help explaining why youwant to care( some think you are doing it to brag or smth)
Unfortunately some people are just out to cause harm. I've run into these people many times.
These are the people you have to be firm but fair with. You have to advise them that you are literally doing everything you can possibly do to help this person, but what they are asking for is just not possible within the legal systematic rules of the company.
If they still won't have it, then you simply have to tell them that you are going to walk away because there is nothing you can do to help them. If they persist and start to cause disruption then that is where you ask them to leave and if they refuse to leave then that is where it becomes a law matter as they are disturbing the peace and disrupting the trade of a registered business.
And what to do when the customer making up lies about you, saying that she wanna punch you in the face and calls you racist?
Cutomer service is really difficult
sir u explained nicely thanks a lot.
Pls provide any script answers for finance related job( handled a difficult customer. Hopefully you will give as soon as possible). Subscribed ur channel 👍
i am glad this video popped up
Adicione legenda em Português BR / Dicas muito boas !
Thank you, Jose! That's a good idea. We will add subs in more languages soon :)
Thanks
Great video! Thank you so much! ☺☺☺
what to do when a customer wants to know about the info. you are not allowed to give? how to manage that situation?
You can tell the customer that you are not authorized to give them that information, but also tell them why such security measure exists. If the customer refuses to take that as an answer, you can connect them to your supervisor/manager.
just tell them that its company policy, apologise, if not enough, wood they like to speek with the manager,
Great stuff mate
10th tip:
When all options are exhausted, relish in the warmth of their inflamed injuries after smacking them with a desk because they didn't like how the chips tasted and felt like starting WW3.
Thanks for sharing 🌻
2:41 agree completely and deeskalation mng
Very good tips it’s Really helpful
Thanks mitigator
have happy day you are strong🙂
Remember this. Listen to the rant then politely say, “I am so sorry to hear that and all of your concerns are valid, let me see what I can do for you. If you don’t mind, can I put you on a brief hold to while I do the case study to figure out the best course of action?” Put the asshole on hold.
Adicione Legenda em Português BR / Dicas top
Love this 🤟🤟
Please make more videos
I enrol at ur website but didnt go through the course it keep saying its invalid. What to do?
Hey Joana. Could you write to academy@freshworks.com with the exact issue you are facing?
Good video
i don´t agree with that. They are talkin without end, repeating themselves without end, are confused or preety abusive and unfriendly.
9 tips to slaving better
i don´t see myself in that role for longer period of time, just to clarify that
Try practically, nothing works. Indian customers are highly unreasonable and tight on price.
Horrible advice!!!
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