The Ace Up My Sleeve - Handling Difficult Customers‏

 If you are dealing with customers you come across many types of customers. Some, if not most, are cordial. Some, unfortunately, are not.

When it comes to dealing with the hostile type, I've always have an ace up my sleeve.

I simply ask: "From your perspective, what can we do to resolve this issue amicably?"

About 95% of the time this question earns a moment of silence. After some thinking the customer (sometimes reluctantly) discloses their expectation.

In my previous post I talked about empathy and seeing the problem from the customer's perspective. Unfortunately, you can't always come up with the exact solution that they’re seeking.

Once their expectation is disclosed, you can now assess their expectation to see if it’s feasible.

Yes, on rare occasion customers will have unreasonable expectations. For these scenarios, I offer the best counter solution we can provide. But these cases are rare. From my experience I've found that people simply wishes to have their problems solved. Not to take advantage of such situation.

An important note: When offering a counter solution or assessing the customer's expectation, carefully balance the company's financial objectives against the cost of losing the customer prior to making a decision.

So when you are dealing with a hostile customer, pull out your ace and ask your customers what their expectations are. Give your customers the opportunity to help you, help them.