Dealing with Difficult Clients
Listen – Ask relevant questions. What is the real problem?
Be empathetic – you are also a customer!
Don’t be defensive – Work on building sound, open and honest lines of communication with your customer.
Research the problem – Get to the bottom of the complaint by investigating fully.
Give the client choice of possible resolutions – Make the problem ‘go away’ for the customer! Negotiate a win-win deal that has permanence.
Let the customer know they have been heard – Tell them what you have done.
Follow up – with those who complained to be sure they are fully satisfied
Thank the client for helping you with your business – Complaints assist building customer service excellence.
Learn from mistakes – Don’t let the situation reoccur.
“When enthusiasm develops in depth it introduces into the personality verve, excitement and outgoingness that brings about a quality that makes a difference.”