Your first step when dealing with a difficult customer is to get yourself mentally prepared, according to Patrick J. Donadio, a Columbus, Ohio-based speaker and trainer who advises leaders and organizations on improving their customer relations. Here are some of his suggestions:
- Check your body posture and smile. If you are on the phone, smile with your voice.
- If possible, grab a pencil and paper and take brief, but specific notes.
- Get in the “adult” state of mind. According to Dr. Eric Burn, we behave in three modes of behavior, referred to as Transactional Analysis (TA), the child, parent and adult.
When in the “child” mode, one is very emotional. When in the “parent” mode, you act more like a parent being judgmental: If someone is not doing it “the right” way, they will be scolded. The best mode is the “adult” mode, where you focus on the facts and not the person or the behavior.
Successfully dealing with difficult customers isn’t hard, if you just follow a few ground rules: Understand, be understood and check for understanding.
- First, seek to understand what your customer is saying, then seek to be understood.
- Don’t blurt out “I’m sorry, I can’t help you.” Ask questions and listen. Even if you can’t help them, asking questions and listening will help calm down the customer, build rapport and give you a better perspective.
- Next, check for understanding: Let emotions run their course and then build a bridge to rational discussion. Don’t forget to smile. If possible, ask permission to use the customer’s name and use it. This helps calm the customer and build rapport.
- Also state or restate your purpose to them. For example, “My priority is to help you solve your problem.” Then ask questions for clarification, to check for accuracy or to hear the information again. This tactic reinforces that you really mean what you say.
Preserve the Relationship.
Once you understand your customer’s problem, it’s time to solve it and preserve the relationship. Ask your customer specific questions to find out exactly what he or she wants: “Why is this happening?” “What can we do about it?” Involve the customer in the solution process.
- Be sure you know what they want. If you are still not sure, ask again. Possible answers to the problem could be a refund, a credit or a discount on future services.
- Propose a fair solution, and get the customer’s support: “If I take it back and give you full credit, would that be OK with you?”
- Finally, you must sell the solution by showing the customer how he or she will benefit: “If you complete the form today and mail it to us, we will still have plenty of time to get you in our next directory.”
Close the Interaction in a Positive Manner.
After you’ve worked to iron out the problems with your customer, it is important that you summarize and close the interaction in a positive manner.
First, review the agreement you reached, and use terms of mutuality when reviewing the solution. For example, “Let’s both be sure of what we agreed to do.” Be explicit about the steps that you promised to take and the ones that the customer agreed to perform. Finally, thank the customer for his or her time and indicate your willingness to help in the future.
As soon as possible after you finish your conversation with the customer, record the information and solutions/actions on your calendar or on a form. Note each step you agreed to take and exactly when you will do them. If possible, issue a written confirmation of the agreement. This gives you another opportunity to mend the relationship. Where appropriate, make a follow-up call to the customer to see if he or she is satisfied.
– PMQ –
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