Tough customers are a challenge

1. Tough customers are a challenge SalesBabu CRM For Small/Medium Size Business & Startups M: +91 9611 171 345 Email: sales@salesbabu.com

2. “Customer is the King” Customers are the most important foundation of the business. They are the ones who help you to survive in the market. Business is set up in order to fulfill the needs and wants of the customers with the focus of gaining profit in return. Every business concentrates on attracting the target customers as there are huge options left for the customers in the present competitive market. You should know the fact that though you provide the best product or service for your customers and also spend quality time to provide good customer service, you cannot satisfy each and every customer. M: +91 9611 171 345 Email: sales@salesbabu.com

3. Types of customers • The all time “complainer” When you come across a customer who has problems every single time he/she makes a purchase though the product or service provided is good enough and has also satisfied a huge customer group, you tend to get annoyed. You label the customer to be an “all time complain machine”. They will complain about anything and everything. Thus, handling them can be a very challenging task. 2. The “I know it all” customer They are another kind of customers who are filled with knowledge about everything and anything. And more importantly they will showcase their knowledge and try to be dominant in the conversation. Though their talks may make you feel they know more than you about your own product or service and make it difficult for you to handle them. M: +91 9611 171 345 Email: sales@salesbabu.com

4. 3. The “silent” The silent customers are the ones who know what they want but will not give you the exact information about their needs and wants. You will have to take the initiation of asking en number of questions in order to understand their requirements. 5. The “No boundaries” The no boundaries customers are the ones who tend to forget that the customer service reps are also humans who possess a normal lifestyle. They expect responses even on a Sunday or even at 11 pm in the night. 4. The “bully” The bully ones are the people who are angry and aggressive in their conversation for various reasons like may be the product or service provided was not up to their expectations or they require immediate responses and solutions for their problems. They try to dominate the conversation by being rude and arrogant through which they feel they may get attention or get what they want. M: +91 9611 171 345 Email: sales@salesbabu.com

5. HOW TO MANAGE TOUGH CUSTOMERS? • Be patient and calm Be patient and calm when your customer is speaking. You may feel annoyed, frustrated, angry or depressed but do not show your emotions. Your customer may be yelling at you, criticising your product or service or being dominant in the conversation. But you need to maintain calmness and not lose patience during the conversation or else it will result to a tug-of-war between you and your customer. • Do not make them feel they are a tough deal There are few specimens who may create a feeling of panic and pressure in you knowingly. But do not get into stress or anxiety, present yourself with a smile and be confident when you talk because they are the ones who require such products or services that you provide. M: +91 9611 171 345 Email: sales@salesbabu.com

6. Apologize “A sorry” can be very effective in difficult times. Sorry does not always mean that you are wrong and your customer is right but it also means that you are not willing to lose the customer relationship (seller-buyer relationship). This four letter word can help you to retain your tough customers. Incase the customer is facing any issue or problem, be apologetic and ensure them that the issue will be resolved at the earliest. • Listen when they say Let your customers speak what they wish to tell. When you keep on talking even more than them, it may irritate the customers and also make them feel they are being forced to purchase. Do not interrupt them because many a times they just want you to listen to what they say. When the customer sees that you are a good listener, he/she will also show the same interest when you talk. M: +91 9611 171 345 Email: sales@salesbabu.com

7. Make them feel they are important Treat your customers right at the right time because it helps you to maintain a good relationship with them. Your tough customers are also humans with feelings and emotions. Every customer likes to be valued even if its by simple ways. Send personalised discounts, offers or special day wishes to make them feel that they are in the top most priorities. • Say “no” with politeness when required Handling the tough customers is no less than a challenge and when you need to say “no” to these customers can be one of the most difficult tasks for you. So, when there are instances where you need to say “no” to them, be polite enough and ensure that you value them but are unable to fulfill their expectations. M: +91 9611 171 345 Email: sales@salesbabu.com

8. Conclusion It is true that even sales reps and customer service reps are humans and even they have emotions. But if you want to be in the business you need to deal with your tough customers. Indeed your unsatisfied customers are a great source of learning. In a world of social media and reviews it becomes your atmost responsibility to follow up your customers and solve their inconveniences. Never forget that your customers can market your product or service more better than you can. So when you are successful in resolving their problem they will surely spread it to four more people which in turn increases your customer service quality. M: +91 9611 171 345 Email: sales@salesbabu.com

9. Many Businesses trust Salesbabu, including M: +91 9611 171 345 Email: sales@salesbabu.com

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