HANDLING CHALLENGING CUSTOMERS

The customer may always be right, but that doesn't mean all customers are easy to deal with! One of the most challenging things to deal with in business is handling difficult customers who are never satisfied and who continue to change the game as the relationship progresses.  Research indicates that customers who complain are likely to continue doing business with your company if they feel that they were treated properly. So, customers who care enough to talk to you are invaluable customers.

 

Difficult customers come in all shapes and sizes. Some are impatient, others are angry, most are demanding, and a few are indecisive too. Sooner or later, you'll have to deal with a difficult customer. While it is very important that you don’t take customers’ venting personally, it is critical that you hold your ground and reassure the customer that a solution will be found. Some of the best practices to handle challenging customers are as follows:

  • Don’t get into a power struggle 
  • Listen empathetically
  • Show that you care
  • Repeat their concerns 
  • Demonstrate emotional control
  • Try and find a win-win solution
  • Make reasonable promises
  • Take action and follow-up for feedback

 

This program has been designed to help the customer facing teams to find a balance between company policies and procedures while resolving customer issues and providing a positive customer experience. 

Program Objectives:
  • Develop empathy
  • Take command of your emotions
  • Understand customer behavior patterns and moods
  • Gain cooperation from challenging customers
  • Learn the full cycle of handling customers including the feedback process 
Learning Outcomes
  • Retain customers and enhance CLV
  • Create a win-win situation
  • Eliminate frustration and stress
  • Identify the different personality styles and apply strategies to manage different types of challenging customers.
  • Identify, clarify and resolve issues
  • Recognize the importance of your role in managing challenging customers 
Ideal For
  • Front-line executives
  • Customer service executives
  • Customer-facing teams
  • Key account managers