Sara El Kareh
Building customers’ loyalty is not an easy process knowing that there are several types of difficult customers. Some customers nag a lot; others demand…, but one word summarizes all: “finical” customers. So, how to manage difficult customers?
- Tell them that you are at their service: when customers lose their control, don’t take it personal; instead tell them that you are going to solve the problem no matter how difficult it is. Tell them for example: “your right is reserved, please put your trust in me”.
- Get further information: after you gain his/her trust, ask him/her politely for more detailed information like: “from where did you buy the product? What is the order number? Do you know the name of the salesman? …”
- Restate what they said: sometimes when the customers are nervous, they cannot talk straight to the point, and sometimes they insert irrelevant ideas. So try to repeat what they said and link the ideas to each other so you can figure out the problem.
Tell them: “I am going to restate what you said to make sure I got it all right before sending your objection”.
- Calm them down: you can calm them down by showing them that you really care about their problem so that they won’t feel unappreciated. Show them that your company values so much its customers.
You can say: “Don’t worry, we are going to restore everything for you”.
- Explain for them how you are going to solve the issue: you must here use details for support because some difficult customers might think that you are lying to them, and that their objection won’t be taken into consideration.
So tell them: “After I have listened carefully to you, I am going to send your objection to the concerned party right now, so that we answer you tomorrow by maximum 11:30 am. Does that suit you?”
It is your duty to solve the customers’ problems. This mission is not that easy; it needs a lot of intelligence and patience. Just walk in their shoes and show them some kind of empathy. The difficulty is not in solving their problems, but in getting their trust and building loyalty between you and them.