This is someone who feels that he or she has been wronged, and is upset and emotional about it. These customers complain, and they are angry about something you or your company did.
…Research indicates that customers who complain are likely to continue doing business with your company if they feel that they were treated properly. It's estimated that as many as 90% of customers who perceive themselves as having been wronged never complain, they just take their business elsewhere. So, angry, complaining customers care enough to talk to you, and have not yet decided to take their business to the competition.
…While any one can work with the easy people, it takes a real professional to be successful with the difficult customers.
…On the other hand, if you mishandle it, and you'll watch the situation dissolve into lost business and upset people.
Also, it would be a good idea if you learned as much as you can about businesses that you are doing work for in other countries, or other cultures. Every culture comes with their own ideals – and what might be acceptable in a conversation here, may not be when speaking to someone of a different culture than your own. As with everything else, the better you understand their ways – and their ways of doing business, the better you will be able to communicate with them with less difficulty.
If someone is angry or upset, it is because that person feels wronged in some way. Your job is to let the customer vent and to listen attentively in order to understand the source of that frustration.
Often, as the customer comes to realize that you really do care and that you are going to attempt to help him resolve the problem, the customer will calm down on his own, and begin to interact with you in a positive way.
This is so important, let me repeat it. First you listen carefully and completely to the customer. Then you empathize with what the customer is feeling, and let him or her know that you understand. This will almost always calm the customer down. Now, you can proceed to deal with the problem.
I have yet to come across any client relationship that does not have it's share of ups an downs. They are almost a natural part of the process. What will help to set you apart and keep your head in a good place is when you do as much as you can to lead the conversations that will avoid as much conflict as you can control. And, as we know, there are those people who tend to be "hot head", and those who are more even keeled. Always plan the conversation ahead of time – rehearsing different ways that it may go. The better prepared you are for any unforeseen questions or problems, the better for everyone involved.
Marco Giunta
Latest posts by Marco Giunta (see all)
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