It can be tough to deal with difficult customers if you don’t have much experience with them. You need a plan that will help you reach a positive outcome, but first, you must determine why they’re angry. Here are the 5 main reasons customers get upset and tips to handle each situation:
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The Customer Doesn’t Understand Your Business
The frustration a customer feels often arises out of a misunderstanding. Your policies may be unclear or difficult to find. Or, even if you are clear, there’s still a chance they just don’t understand what you are trying to communicate. The result? You don’t meet their expectations and they come to you angry and upset.
When this happens, listen to the customer and apologize, and then explain the policy in detail to clear up any misunderstanding. You may also want to update your content or put it someplace that is easier to find.
The Customer Thinks the Price Is High
No matter how reasonable your pricing, there will always be people who complain. Their finances could be strained, or they don’t understand what you’re offering, and this makes them feel like you’re charging too much.
If you’ve done your market research and set a reasonable price, there’s a chance you haven’t emphasized the benefits enough. Focus on communicating the unique value you offer. You may also consider giving them added value, or overdelivering in some other way, to send them away satisfied.
Poor Customer Service
It could be that your products and services are meeting people’s needs but your customer service is lacking. Customers may complain because your support was too slow or insufficient. The cause could also be a lack of staff training.
If this is the case, apologize and offer something that will make it better. Listen to them and see if there are any improvements you can make.
Some People Just Like to Complain
It’s a simple truth that some people are complainers. They’re very sensitive and vocal, and they’re good at getting what they want by complaining. They may be genuinely unhappy with your product or service, or there could be something else going on in their lives and they’re taking it out on you.
The solution is to employ active listening and give them a chance to vent. You can also ask them for specific feedback on improvements you can make. This will show them that you care about them and defuse their anger.
You’re Dealing with A Troll
Some difficult customers are just trolls and they’re giving you a hard time. It has nothing to do with your products or business policies.
If you find that you’re dealing with someone like this, don’t match their aggressiveness or negativity. Stay calm, apologize, offer to make good, and end the encounter as soon as possible. If you can’t get any specific reasons for their anger, there’s not much you can do for them.