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If you want to start a business, it is easy to become distracted by a lot of the romantic notions of running a company. But one of the biggest issues we all need to learn how to deal with is the irate customer. A difficult customer can give us a bad day, but serving these types of customers doesn't have to be difficult. Here are a few things you can do to deal with difficult customers and turn them into happier ones.
There are many subtle signs, and when there are issues relating to payments or negative words keep coming up, you've got to listen closely. This is especially true when customers try to sidestep certain payment issues. It's always a good idea to have an idea of the typical customer type that may try to avoid payments. They will always have their cards declined, and for any new business person, it's always worth knowing the codes. These credit card decline codes explained can help you to understand why the card was declined. But it's also important to note their tones of voice or the use of sarcasm because these little things can be signs that the issue may escalate into a difficult confrontation.
A lot of people still think about the tortoise and the hare as the ancient proverb to winning the battle, but when it comes to customer service, you've got to be quick off the mark. Customers will notice that you are paying attention because you are responding quickly. You should never focus on replying quickly just for the sake of it. It's always about quality over quantity, but you've got to get the balance right.
When we don't have face-to-face correspondence, customers are more likely to express anger. Therefore, it's important to let customers know that they can speak with a human being rather than a chatbot. When you start introducing personal and human aspects of conversation, such as addressing them by their name and avoiding cliched customer service terms, this is going to help them become more personable.
Customer service means you've got to be polite, no matter how difficult that customer may be. When you're dealing with unhappy customers, it's always a good idea to ask yourself what you would want if you were in the same situation. Additionally, you should always start with the words “I'm sorry” even if it's not your fault. Apologies and gratitude should bookend every conversation.
Honesty is always important, and if it was your mistake that caused the customer issues it's better for you to be accountable. Or if you do not know the answer, it is far more beneficial to admit this but highlight the steps you will do to rectify this. When dealing with troublesome customers, it can easily put a dampener on your day. But great customer service will always improve your business’s reach because you are solving the problem in an effective way.
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[…] a freelancer who works with a variety of clients and customers, ensuring they are happy is a must. Because if they’re happy, they will stick around and you […]
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