1. Listen to the customer and develop empathy for them: The first thing to do when an upset customer arrives is to identify the reason for their annoyance and put yourself in their shoes. The instinctive response to an upset customer is to attack, but the smartest response to that situation is to ask the customer to explain the situation to try to resolve the conflict.
2. Do not respond aggressively: An aggressive tone against customers, especially those who are very angry, should be avoided. Aggression generates more aggressiveness, you have to handle the tone very well and take care of each word that is said.
3. Know your client and anticipate possible negative reactions: You must know the client very well, know what their values and interests are and use that knowledge to treat them in the best way and, thus, avoid bothering and bothering them. If there is no full knowledge of the customer, it is necessary to observe the consumer very well and identify the gestures and way of acting of him so that, from this, it is determined how to approach them.
4. Train your staff and rehearse potential conflicts, to be prepared: There are employees who, with their confrontational attitude, can spoil all the progress that has been made with a difficult or angry customer. That is why it is very important to train staff on how to treat the customer in circumstances like this.
5. Take into account that a difficult customer can become one of the most loyal: There are people who do not like a service and do not return to a business. But, a difficult or foolish customer, instead of taking the easy route and leaving, is still there complaining and demanding. Although it sounds strange, that can be a sign of fidelity