Learn proven strategies and techniques to turn challenging interactions into positive outcomes. Visit our website to access our handling difficult customers training and enhance customer satisfaction today.

While handling difficult customers every once in a while is a normal part of customer care, it can still be emotionally taxing. Whether you’re speaking with customers face-to-face, over the phone, or by chat, negative customer interactions can really add to our mental strain.

Customers see exceptional service as one of the most valuable elements of their experience with your company. If that service underwhelms, they will leave. In fact, a recent survey found 96% of customers would leave a company because of poor service.  

That means providing great service is a crucial part of your role as a customer service professional. But doing so becomes tougher when you’re handling difficult customers. When faced with an upset customer, it can feel like you’re stuck between a rock and a hard place, where every move you make seems to wedge you tighter.

The good news is you can get unstuck! We recommend a three-step process, drawn from our handling difficult customers training program and insights.

The key at this stage is to show empathy and demonstrate to your customer that you truly care about their position and that you’re listening deeply to their concerns. Much of our handling difficult customers training revolves around exercising your emotional intelligence: your ability to recognize and understand emotions in yourself and others, and your ability to use this awareness to manage your behavior and relationships with your customers.

For more in-depth lessons and information on how you can become a customer service superstar, check out our handling difficult customers training programs.