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Speech Oumh2203
Speech Oumh2203
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INTRODUCTION
While these difficult customers might not be easy to deal with, it’s your job to ensure
that even your most problematic customers have a positive customer experience. One
misstep along the way can cause churn or negative reviews on social media, which
means lost business. Before you figure out how to deal with a difficult customer, it
helps to know the type of customer you’re dealing with. Among several od difficult
customer is firstly..
1) Angry Customers
Angry customers can be especially challenging. A good definition for an irate
customer is someone who has lost their temper and arrived at “the point of being
uncooperative and demeaning.” For example, an angry customer swears, screams at
you and wants to speak to your manager. They may interrupt you and make
unreasonable demands, even if they are the ones to blame. However, you shouldn’t
allow them to intimidate you and the best way to approach them is to develop a
separate customer service process for dealing with angry clients. It’s important to
establish a connection with the customer and make them realize that you are not their
enemy. Additionally, dealing with angry customers on the phone can be quite
different from writing an email to irate customers. You should develop your own
framework for your specific industry and type of customer support channels.
2) Confused customers
Confused customers are fascinating because they are more of a slow burn. Unlike
angry and impatient customers, confused customers don't come to the interaction
already feeling heated. Confused customers are individuals who don't quite
understand how your product or specific policies work. For instance, they might have
expected a particular feature to perform a certain way or misunderstood how your
refund process works. Rather than redirecting their confusion immediately, the best
way to work with confused customers is to hear them out, validate their experience,
and then instruct them. Suppose that doesn't work or you notice that the customer gets
increasingly agitated. In that case, an excellent way to defuse the situation can be to
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hand the conversation to a colleague who can explain the same thing but in different
words. Sometimes just hearing it from someone else can validate for the customer that
you aren't just making things up. Often, these customers are pretty impulsive and may
not take the time to read through your whole message or listen to precisely what
you're saying on the first try. This impulsivity can sometimes lead to confusion in the
first place. That means that if you take your time writing out paragraphs in response,
they may only read the first few sentences, think they've gotten the gist, and move on.
3) Complaining customers
Like the know-it-alls, the complainers have many opinions about what you can
change about your product and how you should do it. These are the types of
customers you may get 50+ emails from every year especially if your team indulges
them and makes them feel properly heard. While these difficult customers are
undoubtedly time-consuming, they can be less painful than other types. Often, your
response to a complainer just needs to acknowledge their complaint and validate that
you understand where they are coming from. Occasionally, you may be able to
provide a workaround or advice on how they can change their workflow to make
things a bit easier. Working with complainers can feel like death by a thousand paper
cuts, but often it's a blessing. Instead of taking every email personally or rolling your
eyes when you see their name in your inbox, see them for the passionate fans of your
company that they are. Someone who didn't care as much about improving the
product or the ongoing longevity of your service wouldn't take the time to reach out to
you every time something came to mind. While not every complaint will be
constructive, be sure not to automatically ignore something that a complainer says.
Track their requests just like you would with a customer who doesn't email you every
week with product thoughts.
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4) Know-it-all customers
Have you ever had a customer say "Don't you know who I am?" to you in response to
a support conversation? Know it alls are difficult customers who almost everyone has
had to deal with. Because they need to show off their importance and knowledge, they
may be highly critical of what you have to say. If on the phone or over video chat they
may tend to talk over you and dominate the conversation. With difficult customers
like these, it’s hard to change their beliefs or convince them that they might not have
all the information. Rather than correcting them or resetting their assumptions, try to
compliment their knowledge and give them good attention. Often, know it all
customers don't have anything they need direct help with they just want to offer
insights on how they believe you could be doing things better.
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However, in handling difficult customers it is also has it’s own solutions that we can
do for the benefit of the company and the customer. Firstly, you have to..
CONCLUSION
So that's all from my report on findings of handling customers in 2022 and the
solution. My suggestion, you must tackle the situation and train your on-ground
employees to handle difficult customers with finesse. Irrespective of their issues, you
must try to solve their pains and you can also use customer relationship management
to alleviate their difficulties. In that way, it will give satisfaction to customers and the
performance of a company will also increase and become a trusted company by many
people and successful in the future.
Thank You…