5. Work With Customers To Fix Issues

The key to turning around a poor customer experience is to listen carefully and discover what need or want isn’t being met. Then, with empathy guiding you on how they probably want that need or want met, take immediate action. It starts by saying, “I’m sorry that this isn’t working for you. Let’s see how we can fix it together.” By committing to work together on a solution, the tension is broken and the path reopens. – Jerry CahnAge Brilliantly

6. Always Remain Professional

Focus the client’s attention on your desire to help them. Show empathy but also show your strength and confidence. Angry people feed on weakness. If you did wrong, admit it and fix it. If they are just venting, listen patiently. That said, there is no need to deal with a person who has become disrespectful of you or your employees. Being difficult is okay, but being disrespectful is not. – Matthew ClaassenMedigap Seminars LLC

7. Remain Calm

Firstly, stay calm. You don’t want their behavior to throw you off your game. Sometimes customers feel like they didn’t get enough information or made an uninformed decision. When you listen and show empathy, you give them space to work through those feelings. Always try to understand what they’re saying—don’t just jump in with an answer without being sure you’ll get it right! – Rakesh SoniLoginRadius

8. Genuinely Listen

It is important to genuinely listen when customers or clients raise concerns. Don’t interrupt, remain calm and use body language that conveys you are listening. Thank them for the feedback and validate the concern. Often, people want to be heard, so creating the space for them to express their concerns can be the first step to addressing the issue. – Stephanie SchwartzLittle Bean Group

9. Manage Expectations

We call it “managing expectations.” This should be done before a project starts and also throughout the process. Check in to be sure expectations are being met by both parties. If a problem arises, it is best to know what remedy will be mutually beneficial. – Joan McKinneyAurora Exhibit Solutions, Inc.

10. Focus On Doing The Right Thing

Quit trying to be right, and instead do the right thing. I have seen this shift tense situations into collaborative sessions in an instant. This strategy allows people to let their guard down and get to the heart of the matter. Being right isn’t really important in the long run, and you will feel better by doing the right thing. – Joe CrandallGreencastle Associates Consulting

11. Maintain Mutually Respectful Relationships

The cookie-cutter answer is to be patient, but if your client is rude, disrespectful or verbally abusive, you don’t have to be patient or hear them out. Reps should stand up for themselves, and leaders should stand up for their employees. This doesn’t mean lose your cool or be rude to your rude clients, but don’t be afraid to fire an abusive customer. Saying, “It’s best if we don’t work together anymore” is the best way to go. – Ammar DayaniPrince Distribution

12. Approach With Empathy

In order to fully understand the thought process of a customer or client who brings up difficulties, it is essential that leaders and team members approach the situation with a full scope of empathy for users. By being able to understand what made a customer discouraged, upset or unhappy, you will have the ability to accurately assess the situation and deliver insight that will help. – Christian BrownGlewee

13. Be The Bigger Person

Remember that it is the way of the world and not to take it too personally. There will always be difficult people, and oftentimes a customer who is rude to you is rude to others too. Just remember to hold yourself high and do your best work; just because a customer is rude does not mean you also need to be rude. It may be hard, but being the bigger person is definitely the way to go. – Josh ThompsonThompson Construction

14. Stay True To Yourself

When interacting with a difficult client or customer, it can be easy to get caught up in their energy or demands in a rush to please them and move on. Stay true to yourself, mind your own boundaries and never lose sight of your company’s mission. You may be surprised to see how your own composure or grace can diffuse a situation and encourage others to go with your flow. – Sara AbbasEv0lver, Inc.