How to Deal with Difficult Customers

How to Deal with Difficult Customers

Ninety-percent of unhappy customers stop doing business with you without saying when or why. They do, however, tell their friends. On average, unhappy customers tell 8-10 people about a bad experience, which can become thousands/millions with the Internet. The lesson: Stay engaged with customers after the sale. Contact them regularly to gauge their level of satisfaction and success with the product. If they are unhappy, use the situation as an opportunity to serve them before they leave you. Below are five tactics for dealing with unhappy customers.

1 – Assurance. Assure the customer than you are there to help them address the issue or solve the problem. Customers cannot get or stay mad at someone who is genuinely working to help them.

2 – Candor. Thank the customer for their candid and honest feedback. Tell them how much you value their business and that you will work hard for them to continue to earn it.

3 – Interruption. Hear the customer out and do not interrupt them. It is difficult to express anger for more than two minutes. When you interrupt them, they regain momentum and the two minutes starts over.

4 – Reciprocation. Use reciprocation in your favor. When the customer believes that you did something for them, they believe that they should do something for you – be loyal and buy more product.

5 – Voice. Lower your voice to bring the customer down to your level of calmness. Remove yourself emotionally from the situation and remain focused on the facts. Sympathize with customers without getting emotionally involved.

Your company can hire anyone to deal with a happy, motivated customers. Your value is dealing with unhappy customers in an effective and professional manner and converting them into loyal, raving fans. Instead of being afraid of problems after the sale, embrace them. They are opportunities to further serve the customer, strengthen your relationship with them and ultimately sell them more products down the road. Remember, it costs eight times more to acquire a new customer than it does to retain an existing one. Checking in is good business.

All contents copyright © 2013, Josh Lowry. All rights reserved.

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