Customers may come and go, but makes them stick around – most of the time – is the experience they receive during the whole process. From the minute they place an order up until after their delivery.
Oftentimes, you may encounter some customers who are persistent in giving you a hard time. They make your frustration levels go through the roof. How do you deal with that? You just want to reach through the phone and give them a shake.
It is not easy and at the beginning, you will feel nervous and hesitant.
Well calm down and take a few deep breaths. Just keep these three things in mind – they will help you keep going. These tips are not only good for dealing with difficult customers but are important for all customers.
Confidence, such a simple word. It is not built overnight – it may need a lot of pep-talks to yourself in the mirror, or even mental preparation before you can do anything. Once you get there though, it will feel like a breeze. Confidence when communicating with customers means that they know that they can’t push you around. Speak boldly and always with a smile (believe me they can tell through the phone)
If you show the slight sign of hesitance, customers will not be confident in the service you are providing. So, in the event that you are not quite sure of an answer to a question – don’t worry! Just tell the customer politely that you will call them back while you go and find out the answer. Make sure you do call them back though – otherwise they will be left hanging.
Confidence doesn’t mean be rude. Confidence means believing in what you are doing or saying so that others will too.
2. Be patient, and listen
Patience is key, you need to make your customer feel and know that you are listening and paying attention to their needs. It is all part of their experience. When you are listening to what your customer is saying and they are aware – they will be comfortable knowing that they are in good hands.
Being patient is not easy – especially if you have a lot of things to get through. Always remember that the simplest things can always result in success. If you listen and make your customer comfortable – that good customer experience will stick with them. They will keep coming back for more.
Also it always feels great to make someone else happy with good service. 🙂
Follow-up is important, because it is you maintaining that contact with your customer. This connection is important because it makes your customer feel valuable. They are more than just another customer. This step helps you to get to know your customer better – ask for feedback from their order. Learn what went well and what went wrong, so you know how to improve. Improvement is an on-going process – it never stops.
The most important is how you treat your customer. First impressions do matter – on the phone or even in your emails. Be consistent. Just keep in mind that the person on the other line is just another human being – treat them like one – they are more than just a customer. Be their friend.
Good luck. 🙂