Shailesh Rajpal: Difficult Customers and How to communicate with them

Anybody who has worked in customer service will know that customers are always a mixed bunch. There are a really nice one’s who will always mind their P’s and Q’s and make an effort to acknowledge the lengths you go to. There are the ones who are nice enough, and are the right amount of polite.

·         Grow the value of your clients

And then there are the difficult ones. The ones who expect everything to be about them. The ones who will treat you as if you are purposely doing something to make their day worse.

 

Shailesh Rajpal

Unfortunately, no matter how many positive interactions you have, it’s the bad ones you think of. They can turn your day from a good one to a bad one with a few simple words. And from that moment, you are thrown off and it feels like everything goes wrong. It’s hard to keep up a happy demeanor and follow your customer support best practices when something like that happens.

Mr. Shailesh Rajpal says, ‘There are ways to deal with these difficult customers, though. The key is to identify them early, and use the right type of communication to satisfy them. Then you can turn these grumps into greats and you might even grow your business in the meantime.’

·         The Complainer

It may sometimes feel hard to kill complaints with kindness. And ‘the customer is always right,’ sometimes seems like an impossible mantra to get behind. A complaining customer will usually magnify a problem. This makes them instantly harder to please.

However, taking a calm and considered approach to these people can have great results. A customer complaint could be seen as a customer going through a ‘challenging situation’.

Shailesh Rajpal
Mr. Shailesh Rajpal on this says, ‘Don’t see it as an attack on your business. Instead you should view it as someone who feels upset by unfulfilled expectations, seeing it this way will switch your mindset. Be empathetic towards them. See things from their point of view instead of making excuses. Anything other than apology will throw more figurative gasoline on the fire’.

·         The know-it-all

Whether they are a man’s plainer or not, it can be hard to keep patience with the know-it-all. You could have been working in sales for 10 years. And yet, of course this person who has only just heard of the term knows more about than you do.

Mr. Shailesh Rajpal concluded on this, ‘It may seem like a challenge, but when facing people like this, try and stay calm and look at the bigger picture. Do not accept any type of bigotry towards yourself or any staff member and call in a manager or supervisor where needed’.

By acknowledging the types of difficult customers there are, and dealing with them, problems will de-escalate before they even begin. And no doubt, when handled well, that customer will keep coming back. A bit happier each time or at last that’s the hope.

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