Handling Complicated Clients

The stress of dealing with unhappy customers, especially on the phone, can be overwhelming. On the other hand, I think that this is the perfect time for enterprises to really shine.

Consider it in this light: Being cordial and cheery comes naturally when everything is running smoothly. Far too few business owners, however, recognize the need to educate their staff on how to politely and effectively deal with irate clients, demonstrating the “right way” and accepting nothing less.

Before I go any farther, a word of warning: staff members are more likely to take initiative and find workable solutions for dissatisfied consumers if they have the authority to do so.

I have counseled with several businesses whose personnel are severely limited in their ability to “make good” if they are faced with adversity.

People make the mistake of saying they are willing to “give away the farm” (the old “give ‘em an inch and they will take a mile” fallacy) without taking into account the money they will lose due to things like lost clients, negative word of mouth, personnel turnover, time wasted on the phone, stress, etc.

Every time I hear this, I get the shivers! If you do not think I am telling the truth, I invite you to visit your local bookshop and pick up a copy of “The Nordstrom Way” (Spector and McCarthy).

You and your staff will experience an unexpected source of pleasure when you succeed in turning around the mood of a previously unhappy customer. This is not some “warm and fuzzy” psychobabble, though some may describe it as such. You will see if you give it a shot.

Keep in mind that whether you are a doctor, lawyer, store owner, nonprofit leader, wholesaler, consultant, etc., you are in the service industry. To paraphrase one of my role models, Zig Zieglar: “The more you help other people get what they want, the more you will get what you want.”

So thank the rude customer who jolts you into action, provides a fascinating psychological challenge, and frequently becomes your most loyal patron.

Regardless of how upset or unreasonable a customer may be, your top priorities should always be to:

Put them at ease.

Express sympathy, offer solutions, and thank them for their patience.

Get a sincere “thank you!” thereafter.

Putting things together

Put on a friendly face when answering the phone (yes, people can tell) or meeting with customers in person.

Give an upbeat introduction. As in, “Hello, my name is John…” The XXX Company appreciates your call today. What can I do for you?

Once they have explained why they are calling, you should:

Prepare to assist, ask questions, and demonstrate personal caring; assure them that you will personally handle their complaint; apologize and acknowledge their feelings; show empathy and pull them out; and be ready to help. Maintain an average, not excessive, loudness; speak more slowly and at a lower pitch;

These methods will have a soothing effect on the other person immediately and put you in charge of the conversation without appearing aggressive. Take down their name and start using it! Those two words are the nicest in any language. If you are unsure of the pronunciation, be sure to inquire. Also: * Give them your complete attention. They are already upset, so do not make it worse by giving the impression that you are not really “there.” For example, do not look around; keep your eyes focused on them; do not rustle papers or answer other calls.

Pay close attention and take notes; you should always assume that the customer’s complaint is valid. Make sure you have all the pertinent details written down so that you can refer to them later and solve the customer’s issue without having to explain it all over again.

Reiterating their main arguments is a great way to reassure them and show that you have grasped the “heart” of their concern. “Get to the heart of the matter.” * Solution, please: How can I best fix this for you? is an excellent thing to ask.

Remember that the process may fail if the people you are in contact with are not authorized to offer a solution, so steer them in the right direction.

Say “thank you” for their call or visit. You should also apologize for any trouble they have had and assure them that you do everything in your power to make each and every one of your customers’ experiences a pleasant one.

Please make sure that your interactions and solutions are reflected in their customer account. This makes it possible for other workers to catch up if necessary. Make sure you contact everyone who helped with the “fix” within the next day.

Remember that the customer’s frustration is not directed at you personally, even if it may feel that way. They are aggravated by something other than you. People have to rant every once in a while. It is usually best to let them ramble on a little if you have this suspicion.

Four Useful Phrases

Please tell me how I can assist you.

Please accept my sincere gratitude for your understanding and help.

Sir, could you kindly elaborate so I can assist you in finding a solution to this?

I am deeply saddened to learn that… I understand your frustration. I think I would, too.

Let us try to figure this out as a team, shall we?

You know, I can understand how you feel.

Okay, now I get it…

That has  to be distressing.

I know how difficult this is for you, and I sincerely value your understanding and tolerance.

Our stance is…

Take it easy!

What exactly is your issue?

That is not because of us!

It was not my fault that my worker was nasty.

I promise not to say this again.

Hear me out…

* I can’t…

Why do you not try to reason with me?

There is literally nothing else I can do. Sixthly, how to keep your cool

Remind yourself that it is pointless to let someone else ruin your day, and you won’t.

Remind yourself that you are a professional and that you know how to handle this.

Do not add gasoline to the flames if you want to put out the fire quickly.

Think about how great it will feel to look back on a challenging situation and feel proud of how you handled it.

Some clients resort to “bullying” as a tactic of intimidation, both at work and in their personal lives. They may use any pretext as a way to “get back at the world” for whatever they perceive as wrongdoing. Although uncommon, such an encounter adds complexity; yet, with the right approach, your anxiety can be significantly reduced.

No one should be forced to overlook violations of norms. A direct and stern “Mr. or Ms. Smith, excuse me, I want to help you, but I cannot permit you to use unprofessional language” will quickly stop abusive behavior. This usually leads to an expression of regret.

The odds of this succeeding are increased by addressing the consumer by name and, if applicable, by their formal title. A handoff, hold, or termination with “I am sorry, this cannot continue” or similar phrase may be necessary otherwise. Period.

This level of behavior, along with any harassment or threats of violence, should be reported to management or other staff members as well as the police.

In conclusion, your most devoted clients are not those who have never had an issue with your business before. Customers who have their issues properly addressed are the real winners here.