“The customer does not care how much you know until they know how much you care about them.”
If you do business, you must know the quote: “Customer is King”. Providing a good customer service is the most important step which decides customer will come back to you or not. Sometimes you have chance to work with a very sympathize ones but sometimes they will be the tough one. However, you must learn the way how to use your way to satisfy their strict requirement not show off who you are. The more skillful you use in solving problem with clients, the more professional they can see about your business.
Strict client is not unreasonable person who think they are the first, the difficult requirements of them came from their experiences. In reality, client has their right to be treated specially, respectably. It should be better to showing that’s not just how much we want to earn from clients, that’s how far we want our relationship would be.
In the end, I draw from my experiences and tips that I learn from many sources which I applied successfully for my difficult clients in 3 points:
1. Be Patient
This little secret has helped me through many a difficult conversation with everyone from clients to friends. The trick is to keep your feeling mentally to the end of statements better than say something offend you.
Let your customers express how they feel. At the very beginning, giving your customers time and space to “vent” all they need to help move forward towards resolution or at the very least results. After they have finished expressing their feelings, apologize for their unhappiness towards your business – even if you do not feel they have been let down in anyway. It’s simply showing you support them in their role as a customer. Having a caring attitude towards their feelings certainly helps, as well.
2. Put yourself in the Client’s shoes
Even if their viewpoint is not your viewpoint, shows how you respect their opinion by give them response. In some situations, depend on the case, you may even agree entirely with their perspective – in which case you should acknowledge your understanding of their view and offer a resolution to ease their frustration. When it comes to easing a vendor issue, you can explain your lack of immediate control but your willingness to help them navigate the problem. By offering an explanation and offering a willingness to help, customers are more likely to embrace your support instead of shinning your business.
3. Solving the problem immediately
If you can provide an immediate response to the problem, do it. This may mean breaking your own rules every now and again. There are many answers for all difficult customer situations, having the flexibility to quickly respond to difficult customers should be considered. For example- Retailers in particular know how hard this can be, as having an audience within a store is never ideal when dealing with customers who are acting upset or rude. The main goal is to leave your disgruntled customer feeling satisfied that they have experienced valued customer service. One of the main reasons for this is that any customer who becomes upset and loud about it in your business is likely the same type of person to talk about this experience with friends, family and other potential customers.
There will always be sellers and buyers, Controversy will always happen but firm will develop more and client is the one who help the firm growth sustainably.
*The Article uses some references from Forbes.com and some more customer relationship articles.