9 tips for dealing with difficult customers | Freshworks Academy

If you are in a customer-facing role, you will often have to deal with people who are aggressive, abusive, unreasonable or even reasonable people who are simply stressed out. How do you make these conversations easier and less stressful for you and your customers?

Here are some tips you can use to deal with difficult customers:
1. Show them you understand
2. Be quick to apologize
3. Set expectations
4. Don’t play the blame game
5. Escalate, it’s okay
6. Change agents
7. Establish equality
8. Train yourself
9. Face it head on

Follow these tips to turn your most frustrated customers into your most vocal evangelist.

[FreshdeskAcademy]

What are some of the ways in which you deal with difficult customers? Have you ever wished that you handled a difficult customer differently in retrospect?

[jonhenning]

I always learned to just listen to the customer. Let them get it all out. Imploy active listing to prove you heard them.

[SofiaLopez-wnfe]

I'm here because a woman just insulted me like a couple minutes ago 🙂 I need to learn how to handle this type of people.

[mrbonhomous]

Short and precise. Great tips, thanks!

[hiredgunstudio]

Apologies when unwarranted should never be given

[jessicamaden]

💚❤ I find that its important to empathise and mirror back to the customer the last 4 or 5 words they said.
Then tell customers that I will do whatever is within my capacity to help.
If they then they go on being disrespectful I tell them that in no uncertain terms will I tolerate disrespect.
Customers when they see that you are disciplined and confident in what you're doing and you don't tolerate disrespect.
Ironically it tends to make them realise that you are someone that they could rely upon.
Whenever you assert boundaries and stick to them the other person realises that you are reliable and someone that they can rely on to get the help they asked for.
Its when you don't keep your word they start climbing all over you.

Its also important to realise that you are human and a irate customer could end up getting underneath your skin. Mistakes happen we're only human. Thinking or claiming that you could are and can be perfect 100% of the time is the greatest recipe for adverse results. And coming in with that "I am going to always be perfect attitude" is a perfect recipe for calamity and undesirable results.
❤💚

[matim]

thank you for tips, it's important to stay calm, it's better to end conversation than saying something bad to difficult customer

[Chhexxy]

Thank you so much brief and excellent points ❤️💯🥰

[resmirosh]

Pls provide any script answers for finance related job( handled a difficult customer. Hopefully you will give as soon as possible). Subscribed ur channel 👍

[real_szandi]

And what to do when the customer making up lies about you, saying that she wanna punch you in the face and calls you racist?

[lalithamani]

I listen to the customers problem politely, I will try to explain the situation, and to try to resolve it or otherwise I will escalate the problems to higher authorities and I ask apologize from the customer

[roedhunt]

How would you handle customers who refuse to cooperate when trying to help them?

[arisa]

Oh too hell with them! I don't deal with any problematic individual period! My response is always: "Hold on one moment" And I never return to them!

[shayaridilsey]

what to do when a customer wants to know about the info. you are not allowed to give? how to manage that situation?

[lovelifedark]

Adicione legenda em Português BR / Dicas muito boas !

[that_one_av]

10th tip:
When all options are exhausted, relish in the warmth of their inflamed injuries after smacking them with a desk because they didn't like how the chips tasted and felt like starting WW3.

[joanamariecaluducan]

I enrol at ur website but didnt go through the course it keep saying its invalid. What to do?

[shahzada]

Remember this. Listen to the rant then politely say, “I am so sorry to hear that and all of your concerns are valid, let me see what I can do for you. If you don’t mind, can I put you on a brief hold to while I do the case study to figure out the best course of action?” Put the asshole on hold.

[happyandhealthy]

2:41 agree completely and deeskalation mng

[happyandhealthy]

i don´t agree with that. They are talkin without end, repeating themselves without end, are confused or preety abusive and unfriendly.