3 Easy Steps to Diffusing Difficult Customers

Turn Difficult Customers Into Lifelong Relationships

Have you ever purchased a product or service from a company and were completely unsatisfied with what you received? Did you reach out to the company and get your issue resolved? When running or working for a company, there will be instances where your customers are unsatisfied with products or services they’ve purchased. Often, these situations can be tough to diffuse, but that does not make it impossible. With these three simple steps, you can turn unsatisfied customers into happy customers, establishing brand loyalty and lifelong customer relationships.

#1 Listen to Customer Complaints

First, you want to let your customer explain their dissatisfaction and any concerns with your business, products and services. It may be challenging, but listen to your customers and their complaints; hear them out. It’s easy to get defensive, but this will only make the situation harder to resolve. Always have an open ear and even take notes, so the customer doesn’t have to repeat themselves. Let them vent, no matter how long it takes; it will let them know that you are there to listen and open to resolving any issues to turn the situation around.

 #2 Customer Empathy Statements

Once the customer has expressed their concerns, you want to empathize with them. Let them know you understand their frustrations and that you are there to help. With any notes you made, revisit the issue at hand and put yourself in their shoes. How would you want this specific situation handled if the tables were turned? Would you want the employee to be unbothered and dismiss your frustrations? No. You would like them to do everything they could to make you happy and keep you as a loyal customer. Apologize for any inconveniences, take the customers’ side, and think of solutions to rectify the situation.

 #3 Multiple Customer Solutions

Not every solution you come up with will be the answer to the issue, but having more than one resolution will allow your customer to choose what best fits them and their needs. Focus on what can be done, as opposed to what can’t be done. Always keep your composure and speak with a kind voice; it will go a long way. You don’t want to make your customer more uneasy by speaking loudly or in a vindictive tone. Instead, offer solutions you’ve come up with, and if needed, reach out to a colleague to get more ideas on how they would resolve the situation or what they would offer to the customer in this instance. Once you and the customer have come up with a resolution, you want to thank them for being a customer and expressing their concerns.

Let them know you appreciate their feedback and that you will work diligently to ensure the issue doesn’t happen again.

At this point, you should have diffused your customer’s difficult situation. However, it isn’t always going to be a simple process. Some situations may take longer to diffuse, some shorter. They also don’t have to be resolved right then and there. You may need to take a step back, breathe, and collect your thoughts. It’s okay to let the customer know that you will be in touch and offer a resolution once you’ve gotten your ideas together. Don’t give up, and ask for help if you need it. You aren’t alone; we’re in this together.

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