Sometimes, difficult clients lose their calm and manners. Everyone has bad clients and more if they are patients of Mexico Dentist, sometimes it is for justified reasons, but on many other occasions, it is not. It can simply touch you to deal with an angry customer or someone who has a bad day. If you have a business it is a matter of time that you meet difficult clients, if you have not already done so. When that happens, keep in mind these seven tips on how to treat a difficult customer and solve the problem in the best possible way:
Keep calm: if a client starts screaming or losing the forms, we do not gain anything by doing the same. In fact, it is counterproductive, since the only thing we will achieve will be to alter it more. Control yourself, talk with him and try to calm the situation. Your objective at this point is to bring the situation to a more cordial climate.
Do not take it personally: the client is not angry with you but with a product or service that has not met their expectations. Even if I pay for it with you, do not feel bad and do not let the discussion affect your mood.
Listen actively and make an effort to put yourself in their place: an angry person seeks to vent to someone who listens to him, and for better or for worse, that someone is you. Do not just stand by the rain, try to understand why the customer may be so angry, what reasons have triggered this situation, and what are the expectations of the client regarding a possible solution.
If it is a complaint over the phone, make him feel heard, summarize the situation that he is telling you from time to time and ask him questions about it so he can see that you are being clear about what he is explaining to you. If it is a complaint in person, body language is very important: look at the eyes, do not cross your arms, and if the client is standing, do not stay seated. Maintain a close, friendly and pacifying position.
Sympathize with the client: in order to finish venting and calm down the client needs to know that we understand their situation, and more importantly, that we understand how they feel. Understanding the situation of a dissatisfied customer and respecting their reasons for being angry can greatly soften the path to understanding.
The next time you face a difficult customer, reflect and keep in mind that it is much harder to get a new client than to keep the ones you already have. That is why you are interested in solving your problem and that you are satisfied. By arguing you will not get anywhere and you risk losing it.
On the contrary, if you manage the crisis well, you can turn an angry customer into a satisfied customer who trusts your ability to resolve incidents quickly and effectively, which will make them a loyal customer and will recommend you.