Dealing with Difficult Customers Can Be Easy by Using These Tips

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20 Ways to Handle Difficult Customers at Your
Call Center
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Introduction

• Dealing with difficult caller is always a
  difficult task.
• Your brand image can be improved or deteriorated
  by a simple dialogue that is why agents are
  responsible and liable for customer experiences.
•  So, it can become fairly a depressing job
  sometimes.
• However, its significant to provide your call
  center agents with the proper tools, training
  and call center software to help them deal with
  difficult customer behavior with elegance.

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Ways to Handle Difficult Customers

• Summarize at the end of call
• Dont Make Customer Wait
• Apologize for the problem
• Try to Retain the Client
• Win over Clients with Kindness
• Meet Customer Expectations
• Reassure the Caller
• Always stick to the point
• Make it difficult for the customer to stay angry
• Avoid Saying NO
• Show Customers You Care

• Listen to your Customer
• Be Empathetic towards Client
• Dont Raise Your Voice
• Dont think that you are speaking to just one
  Customer
• You Should Know When to Stop
• Dont Get Upset or Angry
• Dont Take Things Personally
• Be Human
• Timely Follow-Up

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1. Listen to Your Customers

• Listen to their ranting and try to note down the
  important details.
• Do not try to interrupt your customer.
• Do not argue with them.
• Do not try to stop their rambling.
• Do not try to prove that you know better.
• Let your customer speak as much as they want to
  and let them get their frustration out.

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2. Be Empathetic towards Clients

• Put yourself in the shoes of your customer.
• Make it a point to realize what they feel.
• Try to feel what your customers are going
  through and speak to them accordingly.
• That will help you build a bond with your
  customer.

3. Dont Raise your Voice

• The customer who is being difficult is likely to
  speak in a tone that is higher than normal.
• Lower your tone and speak in a calm voice.
• That can have two effects, i.e. it brings down
  the anger of the customer himself as well as it
  averts an ugly situation where both the customer
  and the agent are engaged in a battle of words.

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4. Dont Think that You are Speaking to Just One
Customer

• You should be more careful of what you say and
  most importantly, how you say it.
• Your style of speaking would be more
  sophisticated and refined and just right for
  difficult customers.

5. You Should Know When to Stop

• Difficult customers exist for the only reason to
  make your job harder for you and you shouldnt
  let it get to you.
• You should know when to give in.
• There comes a point during the communication
  when theres no point in speaking more.
• Then, the wisest thing you can do is to
  surrender and escalate the case to your superior.

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6. Dont Get Upset or Angry

• As a customer care agent, you are taught to
  handle difficult situations and customers.
•  It is your task to ensure that the situation
  doesnt go out of hand or that it doesnt
  escalate.
• Naturally, you as the customer care agent must
  keep calm and maintain composure.
• This will help balance the tensed situation.

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7. Dont Take Things Personally

• Keep in mind, all that client says is in a fit
  of rage.
• In a moment of anger, they could perhaps be
  trashing your company and your customer care.
• But that doesnt mean they are attacking your
  individually.
• If you feel your rage slithering up gradually,
  take a deep breath and repeat the above to
  yourself.

8. Be Human

• The customers arent infuriated without a
  reason.
• Something must have gone wrong for them to reach
  this point.
• As the customer care agent, it would be better
  if you could try and understand their condition
  and put yourself in their shoes.

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9. Timely Follow-Up

• Dont make empty promises. Empty promises speak
  volumes about the kind of customer service you
  offer.
• Use the best call center management
  software which permits you to recall the customer
  routinely.
• That not only makes your work easier for you but
  also ensures that you never miss a call.

10. Summarize at the End of Call

• You must put all the details regarding the call
  in call center software solutions.
• List the steps they have to take and all that
  they have to do all over again.
• That helps the customer understand better and
  would ensure that they dont face similar
  troubles in the future.

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11. Dont Make Customers Wait Longer

• Efficiency is the one thing customers really
  want from you.
• When you are completely aware of the issues
  faced by client, you should get to work as
  quickly as possible.
• They would calm down because youre giving them
  what they want.
• If you know whats to be done, then dont wait
  around. Do it.
• Prove yourselves to the customer..

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12. Apologize for Problem Caused

• This is the first formality that you need to get
  out of the way.
• It makes the customer feel validated and that
  you arent ignoring his problem altogether.
• Thus, apologize before you proceed to the
  solution.

13. Try to Retain Customers

• You need to take every measure to pacify them
  and even please them.
• One way of doing so is offering them
  compensation.
•   If you feel that you are on the verge of losing
  a customer, offer them free goodies or discounts,
  whatever suits you.
• That is sure to win the customer over again.

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14. Win Over Clients with Kindness

• When the extremely annoyed customer calls you
  up, you would know from their tone that they are
  in a fit of rage.
• Be extra courteous and polite to them.
• Try to be empathetic and kind to them.
• But dont overdo it

15. Reassure the Caller

• Reassure the customers that you are looking into
  it and that you will do your best to solve it.
• Console them and tell them that calling you was
  the right thing to do.
• Or that you are ready to listen to anything the
  customer has to say.
• Or that you understand why or how the problem is
  distressing the customer.

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16. Meet Customer Expectations

• Show them your enthusiasm to help them out.
• Delivering more than what you promised is a
  smart policy that you must have learnt about in
  your training sessions.
• If you promise less than what you deliver, it
  sets the expectations low.
• That way, when you surpass the expectations,
  your customers are left surprised and blown away
  by services.
• Make sure you exceed their expectations.

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17. Always Stick to the Point

• When it comes to difficult customers, it can be
  pretty easy to stray from the problem as they are
  way very sensitive and want to focus more on why
  they are angry.
• As a trained customer care agent, it is
  estimated that you would be able to steer the
  conversation accordingly and would be able to
  stick to the facts.
• Remaining facts in these cases is crucial so
  that you dont anger the customer any further.

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18. Dont Let Customers to Remain Angry

• When the customer calls up to yell at you, they
  are yelling at the company in general but you
  become the middleman.
• Make them realize that you have a separate
  identity.
• Make them understand that though you represent
  the company, you arent the COMPANY.
• That would not only calm down the customer but
  would also prevent them from attacking you
  personally.

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19. Avoid Saying NO

• The last thing an infuriated customer wants to
  hear is no.
• It would actually make matters worse.
• It might fuel their anger and they might even
  hang up.
• You definitely want to avoid such nasty
  situations at all costs. It could permanently
  hamper your relationship with your customer.

20. Show Customers You Care

• This is equally important for all customers
  but for difficult callers, you need to give them
  special attention.
• You need to make them feel wanted, cared for,
  understood and you need to show them that you are
  empathetic.
• You need to give the customer what he or she
  wants and you need to give it to them in a manner
  that they want.

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