Tough customers do not come in one-size-fits-all. Sometimes they’re pushy or upset, other times clueless or downright nasty. And in today’s open customer experience environment every customer is more valuable than ever before. One bad apple can rot the whole bunch with a social media post or bad review in an online comment section. So it’s more important than ever to be able to identify the different types of bad apples out there before you can turn them into apple pie.
Understanding what you’re dealing with is the first step in learning how to depersonalize an upset customer’s request or comment. Learning restraint and taking a moment to understand the situation is one technique, allowing customers to vent another. Just remember that you’re not the problem, but the solution. They have come to you for help. And there are techniques you can use to defuse just about any situation and come out on top a hero.
To find out how, register for our “How to Handle Difficult Customers” course.