Difficult Customers

CIS/294 Jibing Xiao |

Difficult Customers

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Challenges and solutions |

Drew Brown

1/10/2016

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There are many challenges with handling customers. Along with the basics of following protocol on how to fix a certain problem that the consumer is having, there is also the customer themselves. Customers may become emotional, causing the call to be more difficult. These emotional feelings may be brought upon with frustrations such as not having the account login information they think it should be. Customers may get upset that they or even angry that they feel the need to call in or visit the store directly with their frustrations. Usually allowing them to vent and addressing the problem as quickly as possible will help in calming down the customer.

Mistaken customers will become a challenge in the future as well. These customers may feel that there is a certain problem caused by one or two things, but is really a whole different issue. The consumer may be calling in thinking the software has failed them. When in reality the software is just fine, however they are having an internet service provider issue. This would frustrate the customer beyond belief and probably even cause some embarrassment to the customer as well. Not dwelling on this and assisting the customer as efficiently as possible can help with the situation at hand.

Among other types of customers we will end up interacting with are the so called problem customers. As mentioned in our team thread there may be some type of training available for these customers. This is helpful as it will provide tools to assist with handling these types of customers. These types of customers may feel as though the company has somehow done something deliberately just to irritate them or make things difficult for them. All we can really do is try and help them as much as possible regardless as to how others have perceived them.