If you work in sales sphere where accent is put on intercommunication with clients you should know that there can be situations when those clients are very difficult to talk to – in such way a lot of conflicts can appear. To avoid such incidents some efforts should be made to quash the feeling of impossibility to do nothing. Check out all these tips and be the best in dealing with problematic clients.
1. Make it a rule that “a client is always right”.
Even if you know that the clients can be quick-tempered and can suddenly accuse you in a mistake which was not performed by you, in such cases do not pay attention to your emotions and feelings and calmly answer all e-mails or calls giving that information which is requested by client. Communication via e-mail can save situation in this case as the client does not see your reaction and cannot fully show his disappointment with your behavior. So if you receive undeserved complains about your service and which is not mentioned in your contract – just relax and try to deal with such clients calmly and anyway satisfy them as well;
2. Carefully read and then reread one more time any complain of the client before doing something with that.
If you get a client who is already dissatisfied with your work or work of your company you cannot do the same mistake one more time. Look through complain very carefully and be sure that you understand the way of decision before offering it to a customer. Sometimes client is really right and you should find decision and consider all possible ways how to help.
3. Anticipate the client and call hem first.
When a problematic client appears on the horizon it is better to call him over telephone before he does it first. Although you can solve every problem via e-mail, client will certainly appreciate that you have devoted time to him in order to call and make everything clear. Call and say that you work on problem solution and will do possible. Moreover, telephone call gives better conditions for communication that e-mail.
4. Offer additional services to a client.
If you really have been mistaken or put a trouble to your client so you can wash away your guilt offering him additional product or service as compensation. Your goal should be not forming as many long-termed clients and buyers but involving more people to reaching this very goal. Problematic clients may have a great deal of friend – good friends – and they can consequently become your clients as well. Communication with clients should become a part of your RP-strategy.
5. Be ready to return money and guarantee quality of your products.
You can minimalize problems with clients and buyers if from the very beginning you will make them understand that work with your product or service will bring satisfaction otherwise you will pay money back. Try to solve problem most accurately but if the client is still dissatisfied offer him his money back.
You may think that some people can take advantage of such situation and ask their money back without having reason for it. Such situations can appear so be attentive and not allow them throwing dust in your eyes.
Think over these steps and try to put them into practice, probably next time you will get such a problematic client. Save those tips in safe place and read them in case of misunderstanding with such clients.