This article is for business owners who want to train their staff to deal with dissatisfied customers more effectively…

Although “the customer is always right,” they may not always be easy to deal with. Learning how to deal with difficult customers is an important step for any business owner, especially those who work in the customer service industry. Even businesses with the best products and services are bound to have occasional run-ins with angry customers.

To build a positive reputation with consumers, it is important to have properly trained staff who can handle difficult people and resolve customer complaints.

However, handling an angry customer doesn’t stop there. Here are several other techniques and strategies that your team can learn to enhance the quality of customer service when dealing with complaints.

Difficult customer experience scenarios

The impatient customer

The situation: An impatient customer may have been waiting in line longer than usual, they may be running late to their next appointment, or maybe they’re restless while you search for a solution to their issue or concern.

How to handle it: Be clear and to the point without appearing dismissive of their demeanor. Explain transparently why there’s a wait or delay without getting into specifics. Make sure an impatient customer knows that effort is being invested in resolving the situation.

Frame your answers in a positive light, too. For example, instead of saying that an item is out of stock, explain that a new delivery is expected by a certain date or that you are working quickly to restock the items in question.

The indecisive customer

The situation: An indecisive customer struggles to choose between several products or service options, but they may not communicate this concern to you.

How to handle it: Ask specific questions about some of the most common factors that impact decision-making, including features, service tiers and price. If you have any literature that can help them make a decision, point them to those resources as well. Most importantly, listen to their concerns with care.

The angry customer

The situation: No matter the scenario or solution, an angry customer is simply not satisfied with the end result, and attempts to rectify the situation are not helping or are worsening the situation.

How to handle it: Even if you don’t feel it’s warranted, begin the interaction by apologizing for the issue. Try to resolve the situation by addressing pointed grievances they have regarding the subject at hand. Remember to keep it brief: The longer you linger, the more opportunities for grievances arise and the less time you have to spend with your other customers.

The demanding customer

The situation: A demanding customer zaps lots of your energy and time, often at the expense of other customers. They may be dead set on the product or solution they want and may not accept alternatives, even those that are a better fit for their needs.

How to handle it: Speak slowly and be patient. Hear their concerns and move swiftly to address them. Be transparent, too; answers to buy time or put off their needs while addressing other customers may not go over well.

The vague customer

The situation: This customer comes to your business without a clear idea of what they need. They may have difficulty articulating the problem, or they may not have a complete understanding of their options. As you ask questions to get to the heart of the issue, the answers don’t necessarily help or may even add more confusion to the situation.

How to handle it: Just like with the indecisive customer, ask a vague customer pointed and specific questions about their needs. This is more likely to provide the information you need to best help them. Each question you ask should be with the purpose of getting to the bottom of the situation so you don’t spend too much time while other customers are waiting.

The customer that demands a refund

The situation: This customer type is so disappointed or unhappy with the product or service that they are requesting their money back.

How to handle it: Each company has their own refund policy, as well as regulations that determine what items can be taken back. While the best course of action is to provide a refund in full or in part, your company may want to offer a credit toward future purchases. If you do give the refund, be clear about when it was processed and how long they can expect it to take.

The unhappy customer

The situation: Despite your best efforts to resolve their situation, the customer is still dissatisfied with the resolutions offered.

How to handle it: An angry customer and an unhappy customer require a similar response. Begin with an apology, even if you don’t feel like one is warranted. Briefly take stock of the solutions offered and attempt to offer something else; consult your company policies to determine what you can offer in this situation. During the conversation, don’t dismiss their concerns or complaints; listen with a sympathetic and attentive ear.

Some strategies for dealing with difficult customers

First and foremost, listen. Do not try to talk over the customer or argue with them. Let the customer have their say, even if you know what they are going to say next, that they don’t have all the information or that they are mistaken. As you listen, take the opportunity to build rapport with the customer.

Build rapport through empathy. Put yourself in the customer’s shoes. Echo the source of their frustration and show that you understand their position and situation. If you can empathize with a customer’s problem, it will help calm them down.

Stay calm. If the customer is swearing or being verbally abusive, take a deep breath and continue as if you didn’t hear them. Responding in kind will not solve anything, and it will usually escalate the situation. Instead, remind the customer that you are there to help them and are their best immediate chance of resolving the situation. This simple statement often helps defuse the situation.

Don’t take it personally. Always speak to the issue at hand and do not get personal, even if the customer does. Remember that the customer doesn’t know you and is just venting frustration at you as a representative of your company. Gently guide the conversation back to the issue and how you intend to resolve it.