All About Lapm Journal

How to Deal With Difficult Customers

Jun 23

When dealing with difficult customers, it is important to remember that your main goal is to provide the best service possible. While difficult customers can make life difficult, it is important to keep your customers' needs and wants in mind. Regardless of the situation, a basic rule is to not make things worse for them. There are many ways to make a bad situation better, and these include body language mirroring, positive language, and apologizing. 

Positive language


When you have a difficult customer, you need to know how to use positive language to diffuse the situation. Using strong words can aggravate the situation, so it is important to speak in a low voice. Avoid showing your emotions - people can record the interaction and use it to record the customer's experience. If you want to win back the customer, be patient, and remember to keep calm. When dealing with difficult customers, your body language can have a big impact on their experience.


Use positive language - Avoid using negative words when talking to a difficult customer. Try replacing negative words with positive ones, such as "workable solutions." These words include "don't," "won't," and 'can't'. Instead, focus on making the customer feel like you understand their problems and want to help them. You may also want to use language like "willing to cooperate" or "willing to learn," when talking with a difficult customer. Edge Communications can help you how to deal with difficult customers.




The best way to deal with difficult customers is to sincerely apologize for your error. Oftentimes, 

customers will tell when an apology is forced or merely meant to appease. To avoid making them feel that you're merely trying to make them feel better, try to put yourself in the customer's shoes. Remember the time you needed support yourself. Then, try to identify the issue that caused the customer's discomfort and find a solution. Try to be sincere and create a solution that is fair and realistic.


After an apology, a company should clarify what happened and how it will fix it. It's important to be sincere and avoid being defensive; it shows that the company is working to fix the problem. Besides apologizing, it also lets the customer know that you're willing to help them. When apologizing, always remember that a customer might be willing to accept an apology if you acknowledge your error and provide some sort of credit or refund.

Identifying The Root Cause


Identifying the root cause of difficult customers is crucial to solving the problems associated with the problematic customers. While identifying the cause of a problem can be challenging, root cause analysis is a process that can help businesses resolve the issues faster. By using a structured process, you can identify the reasons behind difficult customer problems. Then, you can design your business processes to address the underlying issues. 


If you and your staff have been struggling with difficult customers it is time to take action today. Enquire today about customer service training for your Perth staff.