Ah, that all our customers could be sweet, compliant and pay on time! Unfortunately, that’s just not the way business goes (nor life, in fact) and any person who spends any time in business soon realizes that customer service involves dealing with some very challenging and difficult customers and clients. Here are some brief suggestions to add to your customer service “tool box” and help you cope with customers and clients who may be more on the challenging side.
Dealing with difficult people involves a heaping helping of psychology. If possible, try to set your own personal reaction aside and figure out what is motivating the individual–is there a “history” or pattern of difficult and challenging behavior from this individual. If it is just a one-time situation, it may be entirely circumstantial (bad day, something going on in their personal life, specific a problem with your product or service, etc.). For clients or customers who are ALWAYS challenging, there is likely a psychological motivator behind their behavior. Maybe you can figure out what it is and you’ll be better able to adjust your own behavior and reactions to make the interactions positive.
You’ll definitely need to access your communication skills when dealing with challenging customers and clients. Use your active listening skills to really tune in to what the person is saying and reflect that back to them–clarify everything they say as calmly and directly as possible (without adding in any sarcasm or letting your frustration or anger show–this is often the very reaction difficult/challenging people are trying to garner). Stay calm and try to foster a concerned detachment as you actively listen and communicate with your customer.
Finally, it is incredibly important to make sure you are setting your own boundaries and have very clear policies and procedures in your business dealings. It’s similar to working with your children–it helps to set very clear expectations and understand where your own buttons and boundaries are. I think that where we get burned out and start feeling short-fused and resentful, is when we are NOT setting boundaries and letting other people–even challenging customers–know what is and is not all right with us.
You may find that a particular client or customer is more trouble than they are worth. That’s okay. Remember that old saying posted in stores and businesses: “We reserve the right to refuse service to anyone”? Well, it is your business and if someone is just too darn challenging or difficult and you’ve tried everything you know of to make them happy and satisfied, you may just need to “break up” with them and let them know that they will need to take their business elsewhere.
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