Customer Service

Dealing with Difficult Customers

by robertr

July 25th, 2008

Dear Carnegie Coach,

In recent days my company has been experiencing some technical problems with the service that we offer. This problem has increased the volume of upset customers. There have been a number of customer’s that have been irate. Dealing with these calls has always been difficult for me; do you have any suggestions on the best way to deal with difficult customers?


Dear Stew,

Complaints don’t have to be negative experiences all the time. You can work together to create win-win relationships with customers. Here are a few steps that will allow you to resolve customer complaints in the best way possible.

1. Stay Calm – Try to remain diplomatic and polite. Getting angry will only make the customer angrier.

    2. Thank the person – Do this sincerely. Emphasize the importance of satisfied customers to you and to your organization.

    3. Listen for understanding – Sometimes the irate caller just wants someone to listen to their story, even if you are unable to help them.

    4. Make the resolution seem easy – Always show a willingness to resolve the problem or conflict in a timely fashion.

    5. Be genuine – Show your personality. Respond as an understanding friend rather than citing policies.

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