Difficult customers come in many shapes and sizes.
Many in your organization may differ in the definition of what a difficult customer is most agree, that when you have one on the phone, you clearly know it. 🙂
Difficult customers come in all sizes, such as the perfectionist, whiner, complainer, fault-finder, and on and on.
So the hardest and most difficult customer, is the one that is angry with us. This could be over the product, the service or something that may seem insignificant.
Angry customers become difficult customers because they feel they have been wronged, taken advantage of or made to look foolish.
When a customer is angry, they are basically saying, I'm angry and what are you going to do about it?"
When a customer is angry, they are basically saying, I'm angry and what are you going to do about it?" #cx #customer service
Your the frontline employee, or you manage them, and when a difficult customer calls it's easy to say, "I didn't do anything wrong!".
"I wasn't even around when this customer was pissed off. Why do I have to fix it?"
Now your frontline employee is thinking hot potato and wondering how fast they can get away from this difficult customer.
When a difficult customer calls, it is in your best interested to make sure your employees get good at accessing the situation and and taking the correct course of action.
Did you know that...
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