Tips for Dealing With Impatient and Demanding Clients
No worker ever survives a career without running into some impatient and demanding customers. It comes with the territory in any service position. However, you can find ways to keep yourself, and your customers happy even when they challenge you. Here's how:
Understand That It's Not About You
Angry customers are never angry because of you. After all, they don't even know you. In most cases, customers walk up to you upset because they feel wronged by the company or the company's product. You must teach yourself to avoid taking it personally if an impatient or demanding customer lashes out at you.
Maintain a Neutral Demeanor
You must stay neutral and calm at all times. Don't ever let a customer see you explode. Don't ever argue with a customer either. Both of those situations can get you fired and tarnish your reputation as a respectable employee. Remember what you just read about the incident not being your fault, and stay neutral during your interaction with the customers. Do whatever you need to do to remain calm. If you need to think about your "happy place" while the customer yells at you, do that. You'll be glad you did in the end.
Listen and Empathize
Two elements of customer interactions will diffuse an angry confrontation quickly. These elements are compassion and empathy. You should allow the angry customer to rant and tell you the story about what's going on. That way, you will know how you can try to resolve the problem. Secondly, you should always find a way to let the consumer know that you understand what he or she is going through. You can think of a time when you had a similar incident and align with the customer about understanding the frustration. Apologize if the opportunity arises.
Try these methods the next time you have to deal with angry, demanding, or otherwise challenging customers. You'll become a better employee because of it.