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The difficult client doesn't care that you have other clients. He will call you frequently for the silliest reasons or no reason at all. Your patience will definitely be put to test… Loosen up! Don’t let the situation get the better of you. Aside from listening to the clients’ gripes, here are some more tips on how to handle difficult clients.
Be polite and attentive. Do not allow yourself to become provoked. Be consistent in your responses since it reflects badly on your company if different representatives give different responses to a policy/features question. Do not try to explain the policies if you realize you are unsure about the rationale behind it. Refer to someone who can enlighten the client, call a person that you know can handle the situation. Merely talking to a “higher” authority even if the policy is not waived satisfies many clients. You can inform them nicely that he may like to take this issue further and speak to your supervisor. But do not tell them that you’re afraid there is nothing else you can do for him. If you ARE the highest authority on duty and the client does not wish to call back and talk to your supervisor at another time, there may be no alternative other than to politely but firmly repeat that you regret that you are unable to do anything further for them at that time. But instead, assure them that your supervisor will call them the soonest possible time.
Avoid a condescending or impatient tone. Make the client realize that you are listening on the other line and that you understand his point of view. The aim in this initial part of the interaction is to calm the client; there is little benefit in attempting to communicate information to the person while they are distressed. Once the client is calm, effective communication with the client over his specific problem may begin. You will need to make a judgment about the appropriate course of action; it should be beneficial to both client and your company. And before ending the conversation, leave lines of communication open. "You have my number, please call if there's anything I can do." This simple phrase does so much. It informs the client that you're not running away from obligations and would be happy to assist them again.
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