5 Tips to Help SMEs Deal with Difficult Customers
Every establishment has its fair share of difficult customers. We all know the popular saying, “The customer is always right.” But as a business owner, you might agree that customers can sometimes be downright difficult.
The physical demeanor, facial expressions, and angry replies can leave you feeling frustrated. But it is important to understand that handling difficult customers and maintaining a healthy relationship with them is key to becoming successful as a business owner.
According to Bill Gates, one of the world’s most successful entrepreneurs, “Your most unhappy customers are your greatest sources of learning.”
Not only does effectively understanding and managing customers help you avoid the risk of losing revenue, but it also can help you spot market opportunities and improve your customer service.
Dealing with Difficult Customers
Let’s show you a few tips to help SMEs deal with difficult customers.
- Listen Attentively
- Stay calm
- Show that you care
- Try to solve the problem
- Follow up & feedback
Listen Attentively
When a customer approaches you with a problem, the first and most important step is to listen attentively. This is a general rule of communication. Avoid trying to argue or interrupt them while they speak.
Allow them to vent and pay attention to every detail of their problem. Try to maintain eye contact and a calm demeanor. If you don’t understand the problem, try to find out more information. For example, a customer storms into your office explaining that they made a subscription for a service and it hasn’t been activated. If perhaps you don’t have the full context of the situation, instead of saying, “Okay what can I do for you?” A good response will be, “Okay, I understand your subscription wasn’t activated. May I know which of the packages you subscribed for?” This will calm the customer down and make them feel heard.
Stay Calm
There is much to lose when you react unguarded towards difficult customers. It is important to understand that conflicts will always exist in business, and your reaction can affect your business negatively or positively.
Responding emotionally may even damage the reputation of your business permanently.
Treat difficult customers in a kind and attentive manner. Avoid reacting disrespectfully. Maintain a calm and collected demeanor, avoid yelling, pointing your fingers at your customer, or calling names.
Show empathy
When in a difficult situation, customers echo their concerns. Show verbally and physically that you care and are paying attention. Come from a place of empathy. Reiterate that you understand their problems. If you are dealing with a difficult customer on the phone, nod and respond at intervals to show you’re listening to them. Showing that you care can help calm the customer down and make them feel better understood.
Solve the Problem
Customer satisfaction is the bedrock of any business. Bad customer service can chase away your customer forever.
Never leave any complaint or problem unattended to. If the customer’s problem is beyond your jurisdiction, do all you can to relay the problem to the appropriate authorities in charge.
Follow up & feedback
Once you identify the problem, take steps to rectify it. Explain to the customer all that it will take to solve the problem and how long it will take. Don’t forget to follow up with the customer to ensure that you rectify all the problems. Go further by asking if there’s anything you can do to help and build a good rapport with them.
Conclusion
Your customers are your greatest assets. When you don’t keep promises, they have the right to complain. However, how you manage difficult customers becomes the difference. You can turn a negative experience into a positive one and even attract a good review or referral.
Do you have questions or comments on SMEs in Africa? Kindly drop them in the comment section below.
