CAPITAL CORP. SYDNEY

73 Ocean Street, New South Wales 2000, SYDNEY

Contact Person: Callum S Ansell
E: callum.aus@capital.com
P: (02) 8252 5319

WILD KEY CAPITAL

22 Guild Street, NW8 2UP,
LONDON

Contact Person: Matilda O Dunn
E: matilda.uk@capital.com
P: 070 8652 7276

LECHMERE CAPITAL

Genslerstraße 9, Berlin Schöneberg 10829, BERLIN

Contact Person: Thorsten S Kohl
E: thorsten.bl@capital.com
P: 030 62 91 92

5 Quick Tips on Handling Difficult Customers

Tips

Be courteous but firm. Know your policies, look at what you can and cannot do for the customer in order to work effectively and quickly.

Remember the customer’s perspective- put yourself in their shoes, what is it exactly that allowed them to become upset? Is it something out of your control, or something you can work on?

Sincerely apologize with an empathetic tone; if you sound robotic in your apology, the customer may very quickly become more upset.

Offer solutions. If in the moment you’re unable to find an immediate solution, advise the customer of your intentions on finding one so they are aware you are trying your best to assist them.

If the situation becomes difficult, have a manager or supervisor step in. Having authority assist in the situation will help provide better service to the customer and help the customer to realize they are receiving the highest level of assistance.

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