Best Practices to Handle Challenging Clients

We all know that providing exceptional customer service is a vital component of success. However, it’s not a secret that we all encounter difficult customers occasionally. Knowing how to handle them can make a world of difference for your business.

6 Ways to Handle Challenging Clients

Here are six ways to help you deal with difficult clients.

1. Maintain a cool head

Dealing with difficult customers can be frustrating, but it’s essential to keep your emotions in check. Take a deep breath, remind yourself that you’re a professional, and approach the situation with a cool head. The caller is not upset with you, they are upset with their situation. It’s not personal. Let them express their situation uninterrupted. If they raise their voice, do not match tone and volume. They have most likely rehearsed what they need to get out before calling, so let them get it out. Once complete, immediately empathize and start to detail what you will do to help them and what you need from them to engage that assistance. Remember, every interaction is an opportunity to turn a dissatisfied customer into a loyal advocate.

2. Listen attentively

Active listening is the compass that guides you to a resolution. Give your undivided attention to the customer’s concerns, and let them know they have been heard. Using open-ended questions reduces your control of the call. Once you understand their need, advise that you simply need a few pieces of information in order to get help to them right way. This empathetic approach will help you tailor your responses and find appropriate solutions.

3. Empathize, not just sympathize

A script is there for you to follow to get the information required, but methodically hammering through scripts will not result in engagement. Put yourself in the customer’s shoes and show empathy. Be a real person when you acknowledge their frustration and validate their concerns.” I’m sorry Mrs. _____.May I have your phone number?” is not being a real person. “My goodness, that is a really difficult situation. I am so sorry this has happened. I’ll tell you what I can do. If I can get some details from you, I can get you some help right away…May I have your phone number?” Let them know you understand their situation and genuinely want to help. Demonstrating empathy builds trust and opens the door to productive problem-solving.

4. Offer solutions, not roadblocks

Instead of focusing on what you can’t do, concentrate on finding solutions. Present alternatives that align with your company’s policies and capabilities. Collaborate with the customer to identify a mutually beneficial outcome.

By offering solutions rather than roadblocks, you can navigate through challenges and foster customer satisfaction.

5. Be polite, no matter what

No matter how difficult a customer may be, always remain polite and professional. Avoid engaging in arguments or becoming defensive. Respond to their concerns with respect and patience. And just be real, not a repository of canned responses. Your professionalism will demonstrate your commitment to excellent customer service and elevate the overall customer experience.

6. Set clear expectations from the start

Sometimes, clients become difficult because you’re not on the same page. They expect one thing while you deliver another. From the start of the engagement, let clients know what’s within and outside your scope of work. Set clear guidelines for communications and ask about their expected outcome. And Listen, listen, listen. And repeat back data you gather. Asking a caller to repeat information gives the impression you are not listening.

Being clear upfront will help manage client relationships, so you can avoid any misunderstanding and challenging situations in the future.

Handle Difficult Clients Like A Pro by Outsourcing to the Professionals

Is the task of managing customer service becoming overwhelming for your business? Consider outsourcing to a professional call centre firm. A call answering service can provide a range of benefits, including:

1. 24/7 Availability: Never miss a call again! A call centre firm can handle your inbound customer service needs around the clock, ensuring that all customer queries are promptly addressed, even outside regular business hours.

2. Skilled and Trained Professionals: Call centre agents are experts in customer service. They possess the skills to handle difficult customers with finesse, using proven techniques to diffuse tensions and find solutions.

3. Scalability: Whether your business experiences sudden spikes in customer inquiries or needs to downsize during quieter periods, a call centre firm can adjust its resources to match your requirements, ensuring efficient and cost-effective customer service.

4. Multichannel Support: Besides phone support, call centres can handle customer inquiries via email, chat, and social media. This allows you to provide a seamless and consistent customer experience across various communication channels.

Handling difficult clients can be like sailing through a stormy sea, but armed with the best practices discussed above, you’ll be well-prepared to weather any challenge.

For those seeking a comprehensive solution to enhance their customer service experience, outsourcing to a professional call centre firm can be a game-changer. Outsourcing ensures that your customers receive top-notch support, regardless of the time or channel they choose to connect with your business.

At On Call Centre , we deliver exceptional customer support 24 hours a day, seven days a week, 365 days a year—sometimes 366. On Call Centre has been providing tailored, fluently French/English bilingual answering services and call centre services to small business owners (professionals, trades) and customer support departments (government, high tech, property management, healthcare, emergency clients) serving Ottawa , Montreal and Toronto —and all over Canada —for almost 50 years.