Positive Conversations with Challenging Customers

How can you make the customer’s day when you politely point out how annoyed they are? After reading this article, you’ll discover how to handle those complex situations, gain better customer relations and start making more sales. We’ll cover the most common customer situations, the practical approaches, and show you how to handle them. Communicating with demanding customers, you’ve got to be friendly, empathetic, and very mindful of your language. You need to entertain them as well as educate them.

How to deal with difficult situations gracefully and get a better attitude through the whole process? Learn some of the most common problems and practical approaches in this article. We all have in common that we all want to be happy. Therefore, your topmost priority should be to provide the best experience to your customers to increase customer retention and loyalty. However, it could be slightly tricky to handle some challenging customers.

What is a challenging customer?

A customer requires a different approach because his needs are different from what you expect when dealing with him. Let us see some ways in which you can handle challenging customers:

  1.     Telling the customer what you can do

If you cannot provide the customer with the products and services they want, you must tell the customer politely and kindly of the alternatives you can provide. It would help if you made the customers feel that their presence matters to your company. It would be best to reframe challenging conversations with your customer by putting a positive slant in your words. You can also give your customers helpful information that makes them feel heard and taken care of, increasing customer retention.

  1.     Be positive, not provoking.

Sometimes, employers use such sentences or phrases that may sound negative; though unintentional, it still says negative. It would help keep the interactions with the employers and customers optimistic by giving explanations and alternative options. Customers tend to calm down when they sense some effort on your part. 

  1.     Pacing your customers

Pacing with customers helps you to create a good rapport with them. Pace the sense of urgency of a customer. The purpose of the urgency of the employee puts the customer at ease and calms the situation. Since the customers’ speed by their body language, try to pace after that and find ways to agree with the customers—pace with agreement by a positive comment on something that they said. 

  1.     Consider additional needs of the customers.

What else can you do to meet the expectations of the customers? Whenever you have something helpful or some good information, you must share it with your customers. It will help you to meet the expectations of the customers. This will make your interaction more positive.

  1.     Overcome resistance with customers

You must use the feel, felt, found technique with your customer. If your customer is highly resistant to the service, this technique will help them open up and accept the offer they were initially against. Show empathy to your customers. 

  1.     Use partnership language with your customers.

You should see your customer as your partner as if you both have the same goal to accomplish. You must speak directly to the customers about their concerns. Convert something that they said to you in positive language. Accept the problem and use phrases like ‘we want to get to the bottom of the problem as much as you do.” However, customers can be demanding and unreasonable, but still, you must look upon them as if they are your partner and you both have the same problem. 

  1.     Avoid negative phrases

It would help if you never use words that may trigger the customers. It would be best if you use professional words and phrases. Some phrases can be wrongly perceived. It would help if you never make a customer feel foolish about himself instead of sounding diplomatic. Instead, use words that elicit negative feelings. 

  1.     How to apologize

“We’re Sorry” is the phrase that can calm an angry person and strengthen your bond with the customer. This is the phrase that can put an employee into the path of a positive conversation.