Have you ever encountered a type of customer who nags constantly, nothing you do ever seem right to such customers as there is always something to complain about. There are people who are extremely rude to their spouses, children and friends, so just know that, when such customers come to shop with you, they will not take is easy on you, a lot of them do not care about your smile or your perfect customer service because nothing anyone does ever seem to be good to them.
As much as you try to improve your products and customer service, it is important for you to know that not every of your customer is going to appreciate your effort, while some of your customers will appreciate your struggle, there are some customers who will want to make you feel you are not making progress in any way, as annoying and discouraging as that may sound, you also have to bear in mind that they remain a customer and some of them might even become a loyal customer if the situation is handled properly.
TIPS ON HOW TO HANDLE A CUSTOMER WHO CONSTANTLY NAGS/COMPLAIN.
You have to focus on the customer in question more than the problem. It is important for you to realize that you do not have the solution to every problem and you do not have the answer to every problem, if the customer’s complaints is above what you are able to handle then quickly make the customer feel important rather than trying to defend yourself or the problem. The more you try to give a reason for the problem, the more frustrated the customer might make you feel but when you try to make the customer feel significant, the issue gets resolved faster than you can imagine.
While handling a customer that likes to complain, you have to completely put your ego aside, never try to be right while you handle problems that involves customers, they may have a bad temper and make things go out of hand faster than you even realize. It might be difficult to do, but trust me when I say at that point, it is the best thing to do.
One very important step you also have to take, is hearing the customer out, allow them pour out their frustration and dissatisfaction (you might have to call them aside to avoid unnecessary attention), have them pour out everything they have in mind concerning the issue on ground and never try to interrupt them while they speak. It is wrong for you to assume to know what they are about to say because that may sound very rude and insulting to such customer. Some people feel much relived whenever they have the opportunity to vent their anger, so take this very important step of allowing them speak without interruption.
Learn to empathize with the customer even if you do not totally agree with everything that has been said, you might have to defend yourself or business (just a little bit), but before you do that, you have to let such customer know that you feel very apologetic about the bad experience.
After you have portrayed a high level of calmness and intelligence, you could go further to ask the customer what he or she thinks can be done to avoid a repeat of the issue displayed, you might be shocked to find out that such customer might be able to offer a resolution that requires less stress.
Thanks for reading through, I will like to know what other measures you feel could be put into handling customers who can be dramatic and if you have experienced any before, I will like to know.
Such customers could be really annoying I must confess, but we have to always remember that we cannot get rude to customers.
Thanks for the tips through your post, it has added to my knowledge.
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Truthfully, one reason why a lot if customers complain is because they get poor services coupled with the believe that customers are always right. Customers complaining can be very annoying sometimes but the ability to handle it is key.
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I have met people who have a pathological tendency to complain, in fact it is a problem that reaches almost the level of disease, such as with compulsive accumulators or compulsive buyers or pathological gifts. In all cases these people do not realize that they have a problem and when the people around them finally notice that there is something strange and they point it out to them, well, they simply deny it or even fight to defend that they are right and that it is the world the one that is wrong.
In these cases you have to choose whether you want to "win a sterile discussion" or have an "economic gain", for which you can move on to strategies of apologizing, giving part of the reason to the customer's complaint, trying to make him feel that I win the discussion and try not to cause further disturbances for other clients. After all, he is a customer, not a friend, of course, it would be great if all customers became friends, but there is an old phrase worth remembering: "I am not a gold coin to be liked by everyone" Always There will be people who complain, who do not like our service (even if they cannot rationally explain the cause of their displeasure) and who may sabotage or boycott the initiatives that are taken in the business.
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Simply true, some people are just born to complain. I call them serial complainants, they can complain over everything and anything making things difficult for people around them. They always believe they have every reason to.
I have learnt to handle complains at all level even a few that leads to physical attacks on me but i often try to be calm and address the situation.
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Greetings friend, it must be difficult to meet these types of clients, we must be very bold, I really liked your advice to manage the ego, I think it would work to make them feel important and that they are in control of the situation.
It is not easy to do, but it is worth trying for the well-being of the company !
See you later friend 👋
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