Difficult customers have an agenda… they want immediate satisfaction!
In today’s world of instant gratification, customers feel that they deserve to be heard and demand special treatment until they get what they want.
The truth of the matter is that no matter whether a customer is right or wrong, they will widely advertise an unhappy customer experience and what they say can give the wrong impression of your company or business.
Disgruntled customers can also have a negative impact on your staff as well as your turnover!
There are certain psychological techniques for conflict resolution within customer services that can be applied and which can change the way difficult customers react.
The first thing to do when dealing with a difficult customer is to remain calm and understand exactly what it is that the customer is saying. Easier said than done in some instances, but this is something that can be learnt with practice.
Secondly, it is a good idea to repeat back to them exactly what they are saying to indicate that you have correctly understood their problem.
These techniques can be found in a communication strategy developed by mid-20th Psychologist Carl Rogers.
Lastly, don’t be a Sergeant Major when it comes to dealing with Conflict Resolution in Customer Services – apply HEAT!
H – hear them out
E – empathise
A – apologise
T – take action
Contact BC Training Gibraltar for more information about our Conflict Resolution in Customer Services. We have expert trainers who can teach you exactly how to deal with difficult customers.