They say that the customer is always right . However, we all know that this is not always the case and although we try to satisfy their needs, many clients are very conflicted, even frankly impossible.
Still, customers are the foundation of our business, and we must do everything in our power to put ourselves in their shoes and earn their goodwill. A satisfied customer tends to “spread the word”, return and bring in other customers thanks to their recommendation.
But an angry customer can wreak havoc on your reputation, as they often talk negatively about your business with at least 7 other people.
So serving clients is an interpersonal communication job where each party has its responsibilities. But you can only answer for yours.
Table of Contents [ Hide ]
- 1What customers expect from you
- 25 Tips For Not Losing Your Patience With The Client
- 1Let the client explain or complain without interrupting him
- 2Don’t take things personally
- 3Learn to apologize -if applicable-
- 4Do not discriminate or underestimate the customer
- 5Take a deep breath
- 3Conclusions
What customers expect from you
In general, customers expect you to:
- You have experience with the product or service you offer and you can guide and even advise
- Have a positive attitude towards him / her and solve the problem
- Know how to communicate clearly and without lapses
- Provide kind attention and if possible friendly
- Have a personal image according to what you expect.
5 Tips To Not Losing Your Patience With The Client
If you are one of those who say “I’m sick of working in front of the public!” this note is for you.
As I said before, some clients are difficult , insufferable, but you are there to serve them, so let’s see some tips to not lose patience with the client :
Let the customer explain or complain without interrupting
Sometimes when a person begins to explain a problem we are tempted to interrupt him and jump to the answer or try to “cut him off.” Try to hold on. Don’t judge a client or their situation in advance. On the other hand, it is usually easier to deal with the person when they have blown it off.
You have to practice active listening.
Dale Carnegie’s Tip : Once the customer has finished complaining you can present a summary to verify that you have understood them and also to let them understand that you have paid proper attention, in other words, that you care. Then you go point by point trying to overcome the situation but always avoiding discussion. You must maintain a friendly posture and open to dialogue.
Many skills are required to work for the public , communication is one of them.
Don’t take things personally
This point is directly related to the previous point. If the customer’s attitude has been negative, don’t take it as a personal attack, it isn’t.
Still, some people are rude and will treat you badly, don’t let that get to you . If it affects you, it will be very difficult for you to behave professionally and that will affect your image and your performance.
Learn to apologize -if applicable-
Well what if it is true that the customer is right? Well, you have to know how to recognize the error.
One detestable habit that is becoming more and more common is trying to pass the buck to someone else, blaming someone else. Take over, damn it!
Accept the mistake, apologize and find a way to solve the problem and compensate the customer.
Do not discriminate or underestimate the customer
Not always the image that you have made of the appearance of your client matches reality. Customer or prospective customer service must always be friendly and professional and not discriminate based on their skin color, sex, clothing, race, sexual orientation, or attitude.
Have you ever seen in a store that the staff pass by without attending to a person of modest appearance and skip the order to run to attend to another who is “well dressed”?
A frankly obnoxious attitude that I have witnessed on a few occasions is making fun of the customer. Either because of their appearance or lack of understanding before an explanation.
Take a deep breath
I know that there are clients who would like to break something on their head, but you should know that there are people who enjoy bothering and making others crazy, it is almost a sport. Don’t indulge them …
Take a deep breath, regain your self-control, and reply with a smile. These poses don’t always come naturally, you have to practice mindful breathing and self-control. You may be interested in these notes on stress.
Conclusions
Remember that when a client returns to complain or make a claim for you it is perhaps a last chance with that client. It is also an opportunity to know a mistake, to improve a product.
No company is free to make mistakes, whether they are real or “perceived” errors, so it is essential to act quickly to solve them and retain the customer.
Sometimes good attention to a problem ends up establishing and consolidating the relationship with the client knowing that you are a reliable and professional person concerned about providing quality and prompt to solve any problem.
