write a note of about 120 words obout dealing with difficult customers
Answers
Explanation:
not listening to what they are saying – or being perceived not to be listening. you can show that you are listening by responding with ‘fillers’ such as ‘yes, i see’, and ‘uh huh’ periodically, as they speak. if you are typing as you listen, it is a good idea to explain that you are making notes about their issue, so that they do not think that you are getting on with other work, and just letting them vent. it is also helpful to check your understanding by reflecting and paraphrasing, as this shows very clearly that you were listening.
not acknowledging their feelings, or that they have a reason to complain. we all like to have our feelings acknowledged, and it is a relatively simple thing to do. it puts you on the customer’s side, and makes it less likely that they will be angry with you. it also gives you more time to think about how you are going to respond. use phrases such as:
“i can tell that you’re very frustrated by this situation, and i can understand that.”
“i can hear that you’re really angry about this, and i am very sorry that you have had to go through this.”
not letting the customer explain the problem. it can be tempting to jump straight in and start to answer the customer, as soon as there is a pause in their speech. don’t. wait until you are sure that they have finished, and take time to check that you have really understood the problem by asking them questions and summarising the situati