But sometimes, you have most likely had to deal with, how shall we say, “ difficult ” customers .
If you haven't already, learn three types of difficult customers you'll encounter and how to handle them:
Angry customers
Undecided customers
Internet 'vigilantes'
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Difficult Customer Type #1: The Angry Customer
Probably the first classic image of angry customers that comes to mind: the customer who has trouble containing his emotions and is prone to complaining easily. More extreme case: this type of customer can taiwan contact number make a scene, which can be embarrassing.
If your first reaction should be to understand the cause (legitimate or not) of your customer's anger, discover below several tips for dealing with these angry customers (who can obviously be rightly so).
Understand that it's not about you
Even if the customer is upset about something that happened at your establishment, most of the time, they are not angry at you as a person. Sure, it can feel personal when a stranger lectures you, but try to stay objective. Use “we” pronouns instead of “I” to make criticism less personal. Using the pronoun “we” has also been shown to promote positive interactions between people .
Practice active listening
A listening technique that works well in many types of situations, active listening doesn't immediately seek to resolve, soothe, or excuse the other person's feelings. It simply requires you to empathize and show that you're actively listening to the upset person.
Avoid using phrases like "I'm sorry" or "I understand," because you may not understand and you probably aren't sorry. Instead, show that you're listening by giving him your full attention, nodding, and restating his problem as he says it.