Dealing with Difficult Customers
How to Deal with Difficult Customers and Provide Great Service
Dealing with customers is not always easy but providing good customer service is critical for any business.
As the owner of an independent insurance agency, customer service should be at the top of your priority list. Your business is about helping customers find the right insurance products that will give them peace of mind even during the most challenging times of their lives —and building lasting relationships while you’re at it.
Some customers are more complicated to deal with than others but dealing with a challenging customer allows you to improve your skills and business. Here are some ways to help you deal with difficult customers.
Pause and Listen
Arguing is not the way. Instead of talking over each other, allow your customer to vent. Let them say what they need without interruptions and listen carefully. Taking the time to listen to your customer’s concerns gives you a chance to build rapport.
Try to understand where your customer’s concerns are coming from and let them know you understand their position. Showing empathy will help them calm down and feel more at ease.
A frustrated customer is likely to raise their voice at some point in the conversation. When this happens, keep your cool and choose to speak slowly and calmly. Their aggressive demeanor will dissipate as they perceive you’re unaffected by their tone or body language.
Acknowledge the Human in Front of You
Regardless of how the conversation flows, don’t take it personally and remember that the angry customer in front of you is a fellow human. They may be having a bad day, and their reactions might be just a side effect of that. Surely, you can relate to some degree. Being understanding will make things easier for you and them.
Keep Your Promises
If you’re willing to commit to doing something for your customers, be prepared to meet their expectations. Whether you promised to get them more information or keep them updated with their application process, make sure you follow through.