Do you run a business on the go? If so, then you should have realized that working remotely requires you to work with providers like https://www.ivyanswer.com to help you run your business virtually. However, the real challenges of running your business remotely often come from your customers.
Indeed, whether you like it or not, doing business means you have to deal with any kind of customer. Your main goal, of course, is to retain your customers.
Did you know that approximately 93 percent of customers have a chance to make repeat purchases from organizations that provide world-class customer service? Difficult customers are part of any organization and therefore your team and you need to be equipped on how to resolve customer conflicts effectively.
Let’s now look at some of the best strategies for dealing with customer inquiries and complaints, for the win!
Strategies to handle customer queries
1. Make sure you or your team members are active listeners
Never try to interrupt your customers when they are talking or having an argument with them. You should follow this ground rule even when you expect what they will say next – they are wrong or do not have the complete information.
Be an active listener and take the opportunity to build a bond with your customers.
2. Speak in a low tone and slowly
Even if the client raises his / her voice, never speak loudly to them. When you are calm and serene, they will come to rest faster.
Approach the situation with a clear and calm mind and remain untouched by the volume or tone of the client. You will find that their anger slowly disappears.
3. Show your empathy to build relationships
Once you put yourself in the shoes of your clients, it will be easier to understand their pain areas. So, what about echoing the reason for their dissatisfaction and letting them know that you empathize with their situation and position.
When you empathize with the problems and queries of your customers, they will calm down faster.
4. Be willing to give in
If it is clear that it is going to take a few hours to satisfy a rude client besides aspirin, it is advisable to meet their demands. Doing so will give you more energy and time to build more harmonious customer relationships.
5. Solve the query in a way that all the customers are watching you
It is essential to act as if you are not just talking to one customer, but to a larger audience observing the interaction. This shift in perspective can come in handy if the client is extremely rude and uses foul language while dealing with you.
An angry customer may offer a negative referral and they are likely to repeat the interaction with your other potential customers. So, having this mindset is one of the best ways to address their concerns without losing your composure.
6. Do not take things personally
Make sure you are focused on the current issue and avoid being personal even though the client does. It is essential to remember that the customer is unaware of you and is simply venting his / her frustration with you as a representative of the company.
It will be your responsibility to send the interaction back to the matter at hand and the way you want to resolve it.
7. Do not lose your composure
Even if the client verbally insults or curses, make sure you pretend you did not hear them and continue with your response. After all, reacting rudely to them will not give you an effective solution, but will rather escalate the situation.
We recommend that you remind the abusive client that you want to solve their problem in the best possible way.
8. If you promised a call back to the customer, keep your words
Did you promise an update to the customer that is not yet available to you? It does not matter and you have to call them according to the promised schedule.
Your action will reassure the customer that you are not trying to avoid them. They will also appreciate your follow up.
Scenarios of difficult customer experiences
1. Dealing with an indecisive customer
You can ask specific queries about some common contributors, which influence decision making. This may include price, service levels and features. If you have any resources to help them make a decision, you can recommend those resources to the client. More importantly, you need to pay attention to their concerns.
Dealing with an impatient customer
It’s important to be on point and clear without looking dismissive about their talk. You have to honestly explain to them why there is a delay or they have to wait without going into details.
If the client is impatient, they need to know what kind of effort you are putting into solving their questions or situations.
Keep your answers positive, and refrain from using technical terms or jargon as they are unlikely to understand them.
Handling a demanding customer
You need to speak in a low tone and also be patient with such clients. Listen to their concerns or issues and try to address them quickly. Showing transparency or postponing such customers’ needs while dealing with other customers may not be done well.
4. Deal with an angry customer
Although you are aware that the company you are representing is not guilty, start interacting with an angry customer by apologizing for the matter. Also try to solve the problem by focusing on the sharp grievances they may have. However, make sure that the interaction is short.
When you linger longer, there may be more reasons for their grievances. As such, you would have less time to spend with other customers.
5. Dealing with a vague client
Similar to an indecisive customer, you need to ask specific and clear questions to a vague customer about their exact needs. The tactic is more likely to provide the details you need to help them in the best possible way.
Every question you ask them should be to get to the heart of the situation. So you do not have to spend a lot of time waiting for other customers in turn.
6. Dealing with an unhappy customer
A dissatisfied customer and an angry customer need similar answers. Start with an excuse even if you feel it is not necessary. Study the solutions provided briefly and try to come up with a new solution.
Review the company policies to determine what can be done in this scenario. Lastly, do not dismiss their complaints or concerns during the conversation. Rather listen with an attentive and sympathetic ear.
To ‘win’ in customer service – regardless of the type and size of your business – often requires you to take two steps back to move one step forward. The idea is that your customer service team should know what to do in certain situations with the sole purpose of providing excellent support and service – and keeping the customers as long as you can. The tips presented in the article can help you get there.