{"id":18021,"date":"2019-02-20T19:05:52","date_gmt":"2019-02-20T16:05:52","guid":{"rendered":"https:\/\/www.ibtdi.com\/?p=18021"},"modified":"2019-02-20T19:05:52","modified_gmt":"2019-02-20T16:05:52","slug":"how-do-you-deal-with-a-tough-customer","status":"publish","type":"post","link":"https:\/\/www.ibtdi.com\/en\/how-do-you-deal-with-a-tough-customer\/","title":{"rendered":"How to Deal with a Difficult Customer"},"content":{"rendered":"

\"Cute<\/p>\n

 <\/p>\n

Today, in commercial transactions, building a large base of loyal, long-term customers has become more important than <\/span><\/p>\n

simply selling products. Providing customers with a high level of professional care and attention through <\/span><\/p>\n

the customer service team certainly has a direct impact on a company\u2019s profits and reputation.<\/span><\/p>\n

 <\/p><\/blockquote>\n

That\u2019s why investing in hiring experienced employees with strong self-discipline to manage customer service within any company or organization is certainly<\/span><\/p>\n

An economical approach to engaging with customers is essential and indispensable.<\/span><\/p>\n

As the manager of a customer service team, you should provide them with plenty of guidance and information on how to handle the following professionally and positively: <\/span><\/p>\n

different types of customers with challenging behaviors, such as angry, indecisive, talkative, or complaining customers, as well as impatient customers or those <\/span><\/p>\n

\u0627\u0644\u0630\u064a \u064a\u0634\u0639\u0631 \u0628\u0631\u0647\u0628\u0629 \u0645\u0646 \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0645\u0646\u062a\u062c .\u00a0<\/span><\/p>\n

.<\/p>\n

– \u0643\u064a\u0641 \u064a\u062a\u0639\u0627\u0645\u0644 \u0641\u0631\u064a\u0642\u0643 \u0645\u0639 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u063a\u0627\u0636\u0628\u064a\u0646\u00a0\u0628\u0627\u062d\u062a\u0631\u0627\u0641\u064a\u0629 \u061f!<\/strong><\/span><\/p>\n

\"\"<\/strong><\/span><\/p>\n

First, your employees should understand that they can\u2019t control the behavior of the customer in front of them, but they can control how they respond to them. <\/span><\/p>\n

the situation in a way that leaves customers with a positive, favorable impression.<\/span><\/p>\n

Dealing with angry customers requires staying calm and asking the customer politely Customer Service\u00a0<\/a> what you can do to help before offering solutions <\/span><\/p>\n

and how they would like the problem to be resolved\u2014whether by giving them the opportunity to speak with you as the manager responsible for the staff, or by listening to their concerns <\/span><\/p>\n

\u0628\u0634\u0643\u0644 \u0643\u0627\u0645\u0644 .<\/span><\/p>\n

\n

<\/h4>\n<\/blockquote>\n

– \u0623\u0647\u0645 \u0627\u0644\u062e\u0637\u0648\u0627\u062a \u0627\u0644\u062a\u064a \u064a\u062c\u0628 \u0623\u0646 \u064a\u0642\u0648\u0645 \u0628\u0647\u0627 \u0627\u0644\u0645\u0648\u0638\u0641 \u0639\u0646\u062f \u0627\u0644\u062a\u0639\u0627\u0645\u0644 \u0645\u0639 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0645\u0646<\/strong><\/span><\/h2>\n

difficult behavior?<\/strong><\/span><\/h2>\n

1- Stay composed and avoid arguing with customers when they are angry or upset about something. This helps employees maintain their composure when interacting <\/span><\/p>\n

with an angry customer who will likely try to provoke them and make them lose their temper.<\/span><\/p>\n

.<\/p>\n

2- Listen carefully to the customer, giving them the freedom and space to vent their frustration. It is also important to use body language that shows you are paying attention <\/span><\/p>\n

to what they are saying, such as maintaining direct eye contact and sitting or standing upright and steadily while listening. Finally, repeat some of <\/span><\/p>\n

the customer\u2019s statements, making any necessary adjustments.<\/span><\/p>\n

.<\/p>\n

3- Empathize with the customer\u2019s problem or complaint by showing concern for their feelings through appropriate facial expressions, a moderate tone of voice, and body language <\/span><\/p>\n

That\u2019s right: customers\u2014or at least a large proportion of them\u2014care more about the empathy an employee conveys than about what the employee says.<\/span><\/p>\n

.<\/p>\n

4. Try to resolve the issue, or ask a colleague or manager to help\u2014even if resolving the customer\u2019s issue isn\u2019t part of your responsibilities. Listening to what the <\/span><\/p>\n

\u0627\u0644\u0639\u0645\u064a\u0644 \u062b\u0645 \u062a\u062d\u0648\u064a\u0644\u0647 \u0625\u0644\u0649 \u0623\u062d\u062f \u0627\u0644\u0645\u062a\u062e\u0635\u0635\u064a\u0646 \u0633\u064a\u062a\u0631\u0643 \u0623\u062b\u0631 \u0625\u064a\u062c\u0627\u0628\u064a \u0639\u0644\u0649 \u0627\u0644\u0639\u0645\u064a\u0644 \u0628\u0643\u0644 \u062a\u0623\u0643\u064a\u062f\u00a0<\/span><\/p>\n

.<\/p>\n

5. Don\u2019t blame the company. For example, many customer service employees blame the company and its policies when they deal with angry <\/span><\/p>\n

customers, which may expose the company to legal action.<\/span><\/p>\n

.<\/p>\n

6. Don\u2019t promise to resolve issues if you can\u2019t deliver. Don\u2019t hesitate to get your manager\u2019s support and approval. <\/span><\/p>\n

Or from another colleague with more experience and job authority.<\/span><\/p>\n

.<\/p>\n

\n

<\/h4>\n<\/blockquote>\n

– \u0645\u0627 \u0644\u0630\u064a \u064a\u0645\u0643\u0646\u0643 \u0627\u0644\u0642\u064a\u0627\u0645 \u0628\u0647 \u0643\u0645\u0633\u0624\u0648\u0644 \u0639\u0646 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u00a0\u061f<\/strong><\/span><\/h2>\n

\"\"<\/strong><\/span><\/p>\n

It\u2019s important for a manager to stay nearby when an employee is dealing with a difficult customer. This helps the employee feel more supported and confident, and increases their <\/span><\/p>\n

motivation to prove their competence. However, if the situation turns negative and the customer begins personally insulting an employee, the manager should step in immediately\u2014but<\/span><\/p>\n

in a way that doesn\u2019t make the employee seem inexperienced or incompetent, while calming the customer, understanding their issue, and resolving it.<\/span><\/p>\n

– \u0648\u0641\u064a \u0627\u0644\u0646\u0647\u0627\u064a\u0629 \u0648\u0643\u0645\u0633\u0624\u0648\u0644 \u0639\u0646 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0641\u0631\u064a\u0642 \u0645\u0646 \u0627\u0644\u0645\u0648\u0638\u0641\u064a\u0646 \u064a\u062c\u0628 \u0623\u0646 \u062a\u062d\u0631\u0635 \u0639\u0644\u0649 \u0623\u0646 \u064a\u062f\u0631\u0643 \u0627\u0644\u0641\u0631\u064a\u0642 \u0623\u0646 \u0645\u0627 \u064a\u062a\u0639\u0631\u0636\u0648\u0646 \u0644\u0647 \u0645\u0646 \u0645\u0648\u0627\u0642\u0641 \u0639\u0635\u064a\u0628\u0629 \u0639\u0646\u062f <\/span><\/p>\n

Dealing with difficult customers gives employees experience that makes them more effective. They shouldn\u2019t take negative interactions personally, because <\/span><\/p>\n

there is no personal relationship between them and the customer. They should always remember that helping customers and solving their problems is at the heart of their job.<\/span><\/p>","protected":false},"excerpt":{"rendered":"

  \u0641\u064a \u0627\u0644\u0648\u0642\u062a \u0627\u0644\u062d\u0627\u0644\u064a \u0648\u0639\u0644\u0649 \u0645\u0633\u062a\u0648\u0649 \u0639\u0645\u0644\u064a\u0627\u062a \u0627\u0644\u0628\u064a\u0639 \u0648\u0627\u0644\u0634\u0631\u0627\u0621 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629 \u0623\u0635\u0628\u062d \u0643\u0633\u0628 \u0642\u0627\u0639\u062f\u0629 \u062c\u0645\u0627\u0647\u064a\u0631\u064a\u0629 \u0643\u0628\u064a\u0631\u0629 \u0645\u0646 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0645\u062e\u0644\u0635\u064a\u0646 \u0648\u0627\u0644\u062f\u0627\u0626\u0645\u064a\u0646 \u0644\u0644\u0634\u0631\u0643\u0629 \u00a0\u0623\u0647\u0645 \u0645\u0646 \u0639\u0645\u0644\u064a\u0629 \u0628\u064a\u0639 \u0627\u0644\u0645\u0646\u062a\u062c\u0627\u062a \u0628\u062d\u062f [\u2026]<\/span><\/p>\n","protected":false},"author":3,"featured_media":18024,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_ibtdi_aa_focus_keyword":"","_ibtdi_aa_secondary_keywords":"","_ibtdi_aa_audience":"","_ibtdi_aa_tone":"","_ibtdi_aa_summary":"","_ibtdi_aa_reviewer_name":"","_ibtdi_aa_reviewer_bio":"","_ibtdi_aa_reviewer_url":"","_ibtdi_aa_reviewed_date":"","_ibtdi_aa_service_id":"","_ibtdi_aa_related_ids":"","_ibtdi_aa_human_reviewed":"","_ibtdi_aa_disable":"","_ibtdi_aa_disable_links":"","_ibtdi_aa_sources":"","_ibtdi_aa_update_notes":"","footnotes":""},"categories":[491],"tags":[1083,11322,4269,2551,10716],"class_list":["post-18021","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-491","tag-1083","tag-11322","tag-4269","tag-2551","tag-10716"],"_links":{"self":[{"href":"https:\/\/www.ibtdi.com\/en\/wp-json\/wp\/v2\/posts\/18021","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.ibtdi.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.ibtdi.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.ibtdi.com\/en\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/www.ibtdi.com\/en\/wp-json\/wp\/v2\/comments?post=18021"}],"version-history":[{"count":0,"href":"https:\/\/www.ibtdi.com\/en\/wp-json\/wp\/v2\/posts\/18021\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.ibtdi.com\/en\/wp-json\/wp\/v2\/media\/18024"}],"wp:attachment":[{"href":"https:\/\/www.ibtdi.com\/en\/wp-json\/wp\/v2\/media?parent=18021"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.ibtdi.com\/en\/wp-json\/wp\/v2\/categories?post=18021"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.ibtdi.com\/en\/wp-json\/wp\/v2\/tags?post=18021"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}