If you’ve ever worked in customer service, you have more than likely dealt with a customer that is being difficult. It feels like they are demanding the world from you and you are trying to deliver on that expectation when they blow up on you. What are you supposed to do now? How could you possibly make this right?
There’s a reason that they’re upset. Identify what is the cause of the blow up.
Listen to their complaints.
They may be exaggerating a bit, but hear them out. Lending an ear and letting them vent will help your cause.
Let them know that you understand the situation and explain how the issue occurred.
Be sure to now throw blame at your co-workers or company. That is everyone’s first instinct, but placing blame on others will not be helpful nor is it respectful.
Take the time to sincerely apologize.
A lot of the times, people just want to hear ,“I’m sorry”. It doesn’t matter if it was your fault because you are the one handling the issue. It will also make the customer feel like you care about their complaints.
Find a resolution to their problem.
A lot of the times, an upset customer will demand something for free. If your company allows it and it is a reasonable request given the situation, then do it. If that is not the case say something along the lines of, “Unfortunately, I cannot give you the full discount, but this is what I can do for you”. Then, proceed with telling them how you will take care of them.
Get a manager involved.
If you notice early on that the customer is going to be difficult, make your manager aware of it. They might intervene and prevent a huge scene or smooth things over with them. If you’ve tried everything and the customer is still upset, you will again want to notify your manager. A manager is a weapon in your arsenal. They know the company rules, they usually have great customer service skills, and they have authority. A customer likes when a person of authority becomes involved because it feels like a matter of importance.
Be sure to follow up with the customer.
This is an extra step most forget to take. It is another way to show that you care and ensure that the resolution worked out for them.
Don’t be bullied.
A lot of angry customers will take their frustration out on you verbally. I am personally believer that respect goes both ways. If they cannot speak to you as a respectful adult, ask them to get back to you when they have a cooler head. The customer is always right is a load of bologna. A customer like that isn’t one worth having and they more than likely won’t be coming back anyways. Don’t put ever put up with someone mistreating you. When in doubt, always get your manager involved.
Don’t take it personally.
They are only upset at the situation and trying to verbalize it to you so that the issue can be solved. You are not horrible at your job and you are not less of a person because one person got upset.
At the end of the day, don’t stress yourself out or beat yourself up for something that really isn’t that important. If you tried your hardest to do everything right and everyone happy, you already did more than enough. If a person decided they wanted to be angry because they didn’t get exactly what they wanted, oh well. That’s not something you can entirely control. What you can control is your attitude, your professionalism, and how you deal with the craziness thrown at you.