Pauleht
How to deal with negative customers ?
I want to learn how to deal with negative customers. #customers
15 answers
David Adams
David’s Answer
Pauleht,
The best way to deal with a negative customer is to identify what brought them to you in the first place. Everyone is going to feel how they feel and that can't be changed but we can work through what they are negative about. The most important behavior is that you don't match their emotion fighting negative with negative.
David recommends the following next steps:
Patricia Zaragoza
Patricia’s Answer
Deborah Cagle
Deborah’s Answer
First thing is to connect with the customer. Be empathetic. Let them know you are a consumer and how that situation would make you feel. Second thing is to let them rant. Third is to be an active listener. Fourth thing is to let them know that they can count on you to work on/fix issue. Fifth thing is your integrity. If you tell the customer something then follow thru with it. Brand the company and yourself.
Tiffany Zeff
Tiffany’s Answer
Dane Lehman
Dane’s Answer
Hi Pauleht, that's a great question that can have many different answers or approaches. I'll share a couple steps of how personally I deal with negative customers (which I handle quite regularly on a daily basis).
1. Listen first
Most customer are negative for a reason that is causing that style of interaction towards you/the company, and that reason is usually uncovered by simply listening to what they have to say, typically the real root cause will be revealed and customers will love to tell what they are not pleased with the situation.
2. Let them rant
If you don't allow them to "get it all out" they will keep bringing it up and redirecting the conversation from your resolution, which you will eventually offer, back to why they are frustrated. Don't interrupt them and wait until they are finished, then clarify if needed to obtain additional information that may be useful to your resolution.
3. Acknowledge their concern, be empathetic, and offer a resolution.
Let them know that you were listening by re-stating the reasons for the concerns they have. Give genuine empathy statements apologizing for the negative concerns they have (saying sorry is pretty basic sometimes, always best to get creative and use other words than "sorry"). Reasure them that you can address and completely resolve the concerns they have. Offer to help in anyway possible. Lead the way to resolve the root cause of the negativity, but allow them to be in the driver seat with you towards that resolution. Explain what you are doing, how you why are doing it, and why you are doing it. Customers love being informed and reassures them you are properly understanding the issue and taking action for them.
If all else fails... just treat them how you would want to be treated. Make a personal connection. Most negative customers just want their voices heard and their issues resolved. Some don't even need anything to be resolved, they just want to blow off some steam from a bad experience. So give them a outlet to express themselves, then give them a great experience. A smile can go along way. Stay positive and upbeat. Negative customers in most cases are the most passionate type of consumers. They will be vocal during the negative moments, but also can be that business' best promoter when they have positive experiences.
That way a lot of info to take in, but I hope that is helpful for you. If you have any questions feel free to comment with anything additional.
Jeannette Williams
Jeannette’s Answer
Remember not to take their words personally. Even if they're directing their anger/frustration/negativity directly at you - they don't know you, so they're opinions aren't relevant to who you are as a person. They're just words. Their words don't have an impact on your life or who you are.
Be patient. And remember that they are likely upset with your company or a policy or a situation that happened prior to talking to you - not specifically upset with you. They just want to get your help to solve their problem.
And, the guidance I've shared with people the most and I feel the closest to...... treat each of your customers (even the upset ones) the way you would want someone to treat your grandparents (or parents or child, or sibling, or whoever you are close to). I always kept a photo of my grandparents on my desk next to me to remind me of this everyday.
I hope that helps and I hope you have a successful career!
Dannilynn Winter
Dannilynn’s Answer
Pauleht,
Dealing with negative customers is a daily event in customer service. The most important thing to remember is not to take their negativity personally. When you show the customer empathy, concern and compassion, they begin to open up to you. Amazingly, when they do, 90% of the time their negativity is due to a personal issue in their lives (their sister has ancer, they just lost their job, their pet just passed away, etc.). By treating others with kindness, you can finish the day with a feeling of accomplishment knowing that you made at least one person's day a little bit better.
Tresa Minthorn
Tresa’s Answer
Pauleht, that is always a struggle for many people. Listen to what that customer has to say and in an appropriate voice tone, explain you understand their concern (by saying one or two things they mentioned so they know you did really listen) and that you would love to help them to create a more positive experience from this moment forward. If you have to, ask them how can you do that because you do care about your customer. Always listen, be patient and understanding. You do not know what has been going on with them personally, so do not take it personal. Do the best you can and you will succeed!
Kenya T
Kenya’s Answer
1. Listen to the customer and take notes. The customer will appreciate that you are trying to gather all the facts of their frustration.
2. Understand that their comments are not personal even if their words become insulting. But also do not be afraid to assert that the customer should not use profanity with you. "I understand the severity of your frustration but I would appreciate that we not use profanity" or "I am here to help find a resolution for you but I would like to communicate without profanity"
3. Ask how the customer feels the issue should be resolved, what do they view as a proper resolution?
4. Offer solutions. If you cannot deliver on what they feel is a resolution explain what you can do. "Unfortunately we do not have the ability to... but what i can to is..."
5. Avoid terms like "its policy"
6. Under sell and over deliver. Avoid making promises you cannot keep and always follow up if you committed to that for the customer even if you do not have an update for them. If you have to get a manager involved advise the customer that you cant promise anything but you can advocate for them.
Practice makes perfect. Hopefully this helps you.
Christopher Remington
Christopher’s Answer
The most important aspect of dealing with negative customers is empathy. As others have stated above, the customer has reached this level for some reason. The first approach is to understand that reason objectively without being defensive. Honestly listen to the customer to understand their situation. Dissatisfaction is always caused by reality not matching the customers expectations. Sometimes this is do because defined expectations were missed and sometimes it is due to the customer having incorrect expectations. After listening and showing empathy, try to understand why expectations were missed. Then you can either explain the correct expectations to the customer if they misunderstood or you can correct the situation if expectations were missed by your company.
In all cases, regardless of if the customer's expectations are correct or not, you should try to find an accommodation for the customer to meet their needs where possible. Customers value a company that delivers what they need and a positive experience for a negative customer will make them customers for life.
Kenna Collins
Kenna’s Answer
There can be some trying customers. I just remember my worst day and understand that it can happen to anyone. I dont know what happened to them today and I want to be here to help. I let them express their frustrations and then acknowledge that emotion. do my best to put both feet in their shoes and understand what it is to be them today. EMPATHIZE. then fix it! make it work to get that day a bit brighter. :)
Michael Zoladz
Michael’s Answer
This is a great question and Dane perfectly summed up what I would say so I back this answer 100%!
Carla Dwyer
Carla’s Answer
I first try and empathize with the customer and relate to why they're feeling that way. You have to realize that you are not going to be able to satisfy all customers. I try to give a personal statement about how I would feel in a similar situation and then move the conversation along to what I can fix or do for them.
Aime Velasco-Bernard PMP
Aime’s Answer
Doloris Garry, MBA
Doloris’s Answer
I think it's important to remember that every person you encounter is different. While you can develop a blueprint to troubleshoot customer concerns, every interaction will be slightly different. I think it is important to restate the issue back to the customer first, to make sure you truly grasp what their concern is. You should then reassure them that you hear and understand their frustration. During your troubleshooting you should try to get to the root of the problem and the customers ideal outcome. Finally, you should ensure that the customers concerns are fully addressed and resolved, if within your realm of control.
I hope this helps!