There are various challenges concerning dealing with customers business owners encounter from their day to day lives, if it’s not managed well, it can lead to the doom of such business.
Crossed arms, heavy sighs, short replies – you know when a customer’s getting frustrated. Worse, these physical signs show they’re losing interest in what you’re saying, and your shot at keeping their business might be fading fast.
Often, difficult or even angry customers aren’t expressing frustration with you. These emotions are tied to external situations and psychological stimuli. So, put your great communication skills to work, draw on your superpower of reading the situation, and use these seven psychological tips for managing difficult customers to save your customer from churning.
HOW TO DEAL WITH DIFFICULT CUSTOMERS
1.Practice reflective listening.
2.Consider their affect heuristic.
3.Tap into the beginner’s mind.
4.Let go of fear.
5.“Chunk” the problem.
6.Remember, anger is natural.
7.Keep calm and carry on.
HOW TO DEAL WITH ANGRY CUSTOMERS
2.Practice active listening.
3.Repeat back what your customers say.
4.Thank them for bringing the issue to your attention.
5.Explain the steps you’ll take to solve the problem.
6.Set a time to follow-up with them, if needed.