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How do you cope with troublesome prospects? eight tricks to keep away from frustrations

Customer service comes first, but you shouldn't let it affect you emotionally either.

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This article was translated from our Spanish edition using AI technologies. Errors can occur because of this process.

Have you ever run into a consumer that you just can't connect with because they're upset? Customer service is essential to a successful business that can grow, but there are times when empathy is not achieved in order to find the buyer.

“You must remember that the main goal is to maintain a healthy relationship with the customer for your own good and for the good of the company. Don't take what happens to the difficult customer personally, we all face it. Empathy and patience are very helpful tools, as is the rest of the advice presented. Remember and practice them to be ready if you need them when the time comes, ”Salvador De Antuñano, Human Resources Director of Grupo Adecco.

Grupo Adecco México lists some tips below to have a better understanding, and most importantly, to protect your stomach from anger when you run into a difficult customer who bitter you for most of the day and even gives you a great deal of frustration and disappointment and can cause anger.

1. Don't take difficult customers personally

A difficult customer has their personality and style to relate to, and there are times when they are not sensible and are meaninglessly in a bad mood for various reasons that may not even affect the company. It's not for you, so don't bring the troubles of difficult customers into your home or personal life.

2. Listen to them

They know they are not right, but they still don't get it, so take your patience under the stones too and make them feel like they are being heard and let them let off steam. This will clear them up and in the end they will feel like you paid them attention.

3. Find the equilibrium point

Try to find out where your anger, anger, or frustration may be coming from in order to approach the situation from a different, more objective and neutral point of view. By identifying where the reaction is coming from, you can determine if the agreement is made by speaking softly, or if it is better to have a deeper conversation later.

4. Empathy

Try to put aside his aggressive, rude, and wrong attitude. Whatever he's going through, he longs for you to help him and understand his discomfort. Remember to listen to him, try to be authentic by showing him a willingness to help him even if he is not entirely born of you, be understanding, use the look in his eyes, body language and the right words to let him know that you care about him and that you care about what interests him. happens. Give him the pleasure of speaking first.

5. Speak slowly and use a soft tone of voice

If your customer raises their voice, you don't have to respond in the same way. Lower your voice and slow down the speed at which you are speaking so that the effect is the opposite of what it is doing. Aggression with aggression does not work, become the balance point to get back to the center of the conversation and calm it down by showing firmness and security, by speaking respectfully to yourself and setting boundaries. The goal is to lead by example by being a source of inspiration for the client and making them relax with your tone of voice and the way you speak.

6. Imagine being surrounded by more people

In case you are more reactive and find it difficult to stay calm, imagine that there are more people around you, other customers or users, talking about you, how to proactively resolve conflicts and how to best manage the situation way. Path. Stay confident and calm in your speech – this will help you stay professional and upright even when you want to scream.

7. Pretending to be wrong (within an average level)

The moment you agree with the customer, provided that you "agree" with everything your customer says, there can come a point that gives way and softens and can say sentences like, "I know it it's not your fault "or" although it's not the best idea, it can work ".

8. Do you have some details

To repair the damage, you can share a detail like a chocolate, cup of coffee, cookies, cupcake, or even something that you know they like very much.

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