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» Customer relationship management (CRM) » how to manage difficult customers
Steps:
1. Listen carefully to a client's criticism. By asking calm questions, see whether you can discern the main thing that is bothering the client.
2. Don't interrupt immediately. Unless the client is abusive, it pays to hear what they're saying in full. If someone is abusive, politely ask them to tone down his or her language.
3. Keep records of your dealings with difficult clients and steps you have taken to deal with their concerns.
4. Try to see things from the client's point of view, no matter how unreasonable or how irrational he or she seems. What seem to you to be nagging, repetitive phone calls may simply be an expression of the customer feeling stressed for reasons that have nothing to do with the work you're doing.
5. Avoid arguments. Your goal is to come to an understanding, not to win a confrontation. Acknowledge different viewpoints.
6. Be encouraging. Often people become hostile when they feel frustrated or confused.
7. Stay calm. If you can't stay calm, terminate the call or meeting until you can respond less heatedly.
Tips:
It's easier to not start a relationship than it is to sever an ongoing relationship. Keep an eye out for warning signs such as potential conflicts of interest or involvement in a high-risk business.
Warnings:
Some clients just aren't worth the trouble. Beware of any client who tries to involve you in illegal or unethical schemes.
how to manage difficult customers
Repeat clients are the foundation of a healthy business. However, not all clients are alike. Here's how to deal with the tough customers.Steps:
1. Listen carefully to a client's criticism. By asking calm questions, see whether you can discern the main thing that is bothering the client.
2. Don't interrupt immediately. Unless the client is abusive, it pays to hear what they're saying in full. If someone is abusive, politely ask them to tone down his or her language.
3. Keep records of your dealings with difficult clients and steps you have taken to deal with their concerns.
4. Try to see things from the client's point of view, no matter how unreasonable or how irrational he or she seems. What seem to you to be nagging, repetitive phone calls may simply be an expression of the customer feeling stressed for reasons that have nothing to do with the work you're doing.
5. Avoid arguments. Your goal is to come to an understanding, not to win a confrontation. Acknowledge different viewpoints.
6. Be encouraging. Often people become hostile when they feel frustrated or confused.
7. Stay calm. If you can't stay calm, terminate the call or meeting until you can respond less heatedly.
Tips:
It's easier to not start a relationship than it is to sever an ongoing relationship. Keep an eye out for warning signs such as potential conflicts of interest or involvement in a high-risk business.
Warnings:
Some clients just aren't worth the trouble. Beware of any client who tries to involve you in illegal or unethical schemes.
Practical advice for business
