How To Receive Difficult Customers?

Face to face according to the latest survey.

Stubborn eccentric

This kind of customer is not concerned with solving problems, but rather "complains for complaints".

Their motto is, "I am right, you are wrong.

"They try their best to prove that they are right, and the other side is an unqualified customer service provider.

The staff of the photo shop had encountered such a situation. A customer accusing him of not printing his picture and exposing it to a deficiency, although he later admitted that he did not use enough lighting, he still complained why he did not fix it when he washed it. The stubborn monster accounted for 36% of the difficult customers.

Chatter

Such customers will only keep nagging.

Totally ignoring any solutions, they have an unusually strong demand for expressing themselves.

The nagging accounts for 17% of the hard customers.

Arrogant

Such customers always expect you to drop everything immediately to solve the problem for him.

If you have helped him to submit the problem to the process, he called more times than the average person.

Self importance accounts for 34% of the hard customers.

I'm looking for your boss!

Such customers always ask for your supervisor immediately when they encounter problems, so that you feel as if you are an idiot.

"If you can't give me what I want, then I'm sure your boss will give it to me.

"They always ask," is your boss in? Or "how long have you been in this company?" "these people account for 11% of the hard customers.

In addition, 2% of them are very difficult to encounter when some contingencies and unusual states are encountered.

Solution

When you encounter these customers, please take the following 3 steps.

The first step is to manage each other's expectations.

Telling the other person needs to wait for a while, because something is busy ahead of him.

At Disney Park, if there is a long queue in front of the amusement toys, the timer will show how long the last waiting person can wait for the game to play, and this time is often 10 minutes longer than the real situation.

The waiter will say, "wait a moment, please."

"In the hotel, you will be told:" your room will be taken care of at 11.

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The second step, give him a reason.

Studies have shown that people are more receptive to the reasons for being told, and it is hard to accept problems that even the cause is unknown.

The customer service of a computer printer manufacturer handled a complaint like this: a customer called to complain about the wrong color produced by the printer, which has been going on for 3 days.

The customer service representative told him that the customer was very unhappy because of the weather. He asked for a definite answer when he could solve his problem.

At that time, the customer service representative continued to explain that it was because the humidity around the printer was too big. If he wanted to solve this problem as soon as possible, he could buy an air dryer.

Do you have such a simple answer to solve the general complaints of customers?

The third step is to commend their patience.

Tell each other you thank him for his cooperation.

When you thanked someone or praised someone, you opened the door to cooperation.

1, humor

Although you and your partner are already familiar with each other, don't laugh at it until you have seen the result that you can achieve both sides, which will damage your professional image.

2, "everyone knows" syndrome

Some things may be common sense for you, but not everyone is like you.

A customer returned a pager to the retailer because it could not work properly.

When the customer service representative detects it, it is found that it is good.

The original customer learned to turn on the power and how to read the information, but did not know that when no one sent the message to him, the pager would not display any information.

3, too much.

Too much talk is a taboo of customer service.

When you say something, what will happen next? Customers begin to ask more and more questions. When customers ask questions that you can't even explain, you will be considered unqualified.

Please note that when others listen to you carefully, he will also oppose you later.