Ways to deal with difficult customers in online shopping
Customer support services are very important in e-commerce. However, sometimes it is inevitable that you will encounter difficult customers. Although they make up a small portion of your customer base, it is very difficult to please these customers. For this reason, you need to define different strategies for your demanding customers.
Prepare ahead of time
Considering that you may be in such a situation one day even if you haven’t met a demanding customer yet, it would be useful to prepare in advance on possible scenarios.
You should inform and train your support staff as much as possible about your products and services, as well as how to communicate with such rude and demanding customers. You should also remember that the conversations should not be taken personally. In such conversations, customers should be completely calm, as the support staff will be very difficult.
In addition to these, it will be beneficial to identify your customers who have previously had such difficulties and to examine the previous records of these users in possible repeat communication situations and to communicate with these customers in this way. Considering what problems they have experienced and their feedback will enable you to serve these customers in a better way.
See opportunities in challenge
Dealing with demanding customers also creates some opportunities. It is often difficult for you to solve the problems of your tough customers and meet their needs; however, approaching the issue differently and taking some initiatives allows you to offer them different solutions. When you start to please these demanding customers, it starts to identify the opportunity to turn them into loyal customers.
Be careful to consider these opportunities while dealing with demanding customers. In this way, you can start gaining loyal customers at unexpected moments.
Communicate through different channels
Sometimes your customers may start to voice their problems directly on social media. It is not possible to always communicate with these people and reach a solution through these channels. Especially since communications in social media can be seen by many different users, it would be healthier to move your communications with such demanding customers to different channels.
The discussion can be seen by many different people, as these clients can exacerbate the issue. In order to prevent this, it will be healthier to switch to a channel where you can talk to them more privately by taking the contact information of the customer. By taking the customer’s phone information, you can reach them directly and then solve the issue in a special way.
Be honest and know to apologize when necessary
You should be honest with your customers and avoid making promises you cannot keep. Failure to keep your promises to them will also seriously reduce customer satisfaction. For this reason, you should be honest no matter what the subject is.
You should also be able to apologize for problems caused by you. In addition to apologizing, it is also very important that you meet the needs of your customers and offer them solution alternatives due to the mistakes caused by you.
Know how to empathize, but keep your limits clear
Empathy and communication with demanding customers is also very important. Understanding their problems and understanding how they feel is essential in winning back these customers.
However, sometimes some people have the intention of abusing this goodwill. For this reason, your boundaries should also be clear. Although you try to offer solutions to them by taking some initiatives, you need to protect some boundaries and tell your customers that some things will not happen.
While empathizing, you should also be careful not to be affected by the bad attitude of your customers. You need to take the situation personally and keep a calm demeanor, unaffected by their rude approach. Otherwise, your taking on this attitude will cause the debate to flare up and grow unnecessarily.