In a perfect world, all products are sold quickly and easily to knowledgeable, happy customers who are over the moon. Unfortunately, that’s not the world we live in. You will meet many customers at customer service , including customers who leave you frustrated and angry. Who are these difficult customers and how do you deal with them in the right way?
In this article we discuss the 5 most difficult customers and give you some inspiration on how to deal with them easily and effectively. Which one do you recognize?
The 5 most difficult customers & tips on how to deal with them
1. The Indecisive
The most innocent personality is the indecisive customer. The hardest thing about this customer is that he always needs to be more than 100% sure that they are getting the best for their money.
As frustrating as it may be, but no matter how much information you give, they are always in doubt.
These customers are afraid of making a mistake. You see this a lot with students who need help with their studies. They want you to help them with their thesis, but they are so afraid of getting a low grade that they keep asking questions and seeking confirmation.
How do you deal with it?
- One way to turn an indecisive customer into a buyer is to identify the key pain point. Once you know that, you’ll know exactly what to act on to speed things up.
- You can also offer them a better deal, such as a free trial, discount, special price, or money-back guarantee. Make sure you give them security in some way.
2. The Know-it-all
Another type of customer that really takes all the energy out of your team is the know-it-all. This customer already knows everything and is convinced that you really have nothing new to say.
The biggest problem in a conversation with this customer is that he always wants to dominate the conversation. He talks a lot. And sometimes he even gets cheeky and rude.
But the most difficult thing about this customer is his attitude because that makes it difficult to identify what he really wants from you.
How do you deal with it?
- Don’t get into a discussion. Do you disagree with something? Then say, “You’re right, but have you thought of this yet?”
- Stroke their ego. These customers love compliments, so use that to your advantage.
Also read: this is how you deal with angry customers on the phone
3. The Eternal Complainant
One thing you have to understand: customers complain and that’s fine. People are simply not easily satisfied (and the Dutch are champions of being sour). Difficult customers are therefore part of it. Complaints help you to grow sustainably, because they often come with constructive feedback.
But you have those customers who just keep nagging and that can be terribly tiring. Somehow, those people are just never satisfied no matter how hard you try.
Making them happy can be difficult, if not impossible.
How do you deal with it?
- Remember you can never make everyone happy. Accept this and just do your best, that will make your life a lot easier
- Most importantly, show complaining customers that you really care. Often simply listening and paying attention is enough
- Do something with the complaints – provided they are constructive
- Stay polite, calm and always keep smiling.
4. The Customer Without Borders
The Customer Without Borders can be terribly annoying. These people will keep you busy even after office hours or wake you up early on the weekend to chat about something unimportant.
These people have no respect for other people’s boundaries and expect you to always be there for them right away.
How do you deal with it?
- The best way to deal with these types of people is to set your boundaries early on. For example, indicate that you do not respond to emails or phone calls on weekends. Do they call? Then do not answer, because then the fence of the dam.
5. The Aggressive One
The most difficult customers are the aggressive ones. They are critical, rude, impatient, disrespectful and show their anger to you without batting an eyelid. Such a customer naturally gives a huge load of stress.
But they really do have the potential to become a loyal customer, but then you have to know how to deal with them.
How do you deal with it?
- Don’t push your point while they’re still mad. This only fuels the fire
- Do n’t act aggressively
- Maintain eye contact (if you can)
- Keep calm, apologize and show that you are really willing to solve the problem
- Contact the customer again later, when he has calmed down a bit, to settle the dispute.
Dealing with difficult customers is really not easy
People have many different personalities and your customers are no exception.
You may encounter difficult characters in your customer service and only time can teach you how to handle them properly.
Any call center agent will tell you that dealing with rude or difficult customers is one of the most difficult aspects of working in a call center — especially since agents answer calls like this almost every day.
It is made even more difficult by the fact that agents must respond to such calls with professionalism, confidence and composure.
Hopefully, after reading this article, you will find it easier to understand your customers. Follow the tips and you will see that you develop a better relationship with your customers. Good luck!
