How to Deal with Difficult Customers Effectively

Regardless if you’re a seasoned owner or still learning the ropes of a beading business, you’ll have to deal with difficult customers every once in a while. So, what’s the best way to handle them?


In this article, we’ll give some tips on how to maintain your professionalism when handling difficult customers.


Keep in mind that difficult customers can be even more valuable than happy customers — they can easily tarnish your reputation just by word of mouth or by leaving some nasty comments on social media. When you know how to handle difficult customers properly, you’ll get more good reviews which will benefit your business in the long run.

Always Thank the Customer for Leaving Feedback

Customers are definitely not obliged to leave feedback. Some find it uncomfortable to leave a negative review so they would either no longer do business with you or ignore the issue. But if there are customers who aren’t afraid to voice out their complaints, always thank them. Keep in mind that every feedback can enhance customer experience. Even if the comments are quite agonizing to read or hear, you should thank the customers for their insight.


Respond in a Timely Manner

Regardless if the customer chooses to complain via phone, email or social media, it’s important that you hear them out and respond right away. And that means responding within 24 hours. This will show your professionalism and that you take each customer complaint seriously. Even if you can’t accommodate some of the complaints immediately, let the customer know that you got his message and you’ll respond shortly.


Be Mindful of Your Tone

When someone complains in person, it’s natural to feel irritated (or even infuriated). But try to be as objective and respectful as possible, and be very mindful of your tone. If you have a hard time handling the customer, let him know that you will get back to him via email.  In this way, you can process the situation (and your anger), come up with the appropriate solution, and have enough time to  recheck the tone of your email before you send it.


Check if Your Customer is Happy with the Solution

Make sure to follow up with the customers to see if they’re pleased with the solution. Some issues may take a few days or a few weeks to settle, but either way, a follow-up is always the best course of action. This goes to show that you care about the situation and you have the customer’s best interest at heart.


Remember that some of the most challenging times in business give you the opportunity to have long-term customers. So, don’t let difficult customers make you lose your cool. Always maintain your professionalism and let the tips above enhance your company’s customer experience and keep your brand’s reputation intact.


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