All people are different and we all have unique personalities. When it comes to business customers, the situation doesn’t get any simpler.
Everyone is well aware of the famous mantra which says: the customer is always right. A lot of customers exploit this privilege and give you a hard time answering their demands - but that’s just something that customer success professionals have to do.
It is 50% easier to sell to existing customers than new prospects, which is why you need to take care of your current customers. In this article, I will show you the ways to deal with overwhelmed and frustrated customers to win their hearts.
How to handle overwhelmed customers
Modern companies consider customer relationships even more important than their products and prices. Customer Success Management is all about understanding the most common psychological triggers and using them to your advantage.
But what exactly are these psychological triggers? I will describe these peculiarities of customer relationships through 5 practical steps.
1. Don’t be pushy
Customers hate it when you are too pushy. They can easily recognize when you are investing all your efforts into upselling and cross-selling. Your duty is to explain the specifications of the product and reveal its strengths and weaknesses. Being open-minded and honest is the best way to approach unhappy customers.
2. Don’t promise more than you can handle
The worst thing that you can do is to promise a troublesome customer something that you can’t really handle. Studies showed that it takes 12 positive experiences to make up for one unresolved issue.
My suggestion is to be generous with timelines when solving for unhappy customers. Using this method, you can always stay on time and even surprise your customer with an early delivery.
3. Stay in touch
If you want to come back from an issue which might endanger your customer’s renewal, be proactive about staying in touch about the resolution. Inform customers about the timeline you have in mind, and when the issue is resolved, let them know.
Doing so, you will give them the feeling of control over the process, which is something that tough customers really enjoy. It some additional effort at first, but in the long-term, it will prevent potential misunderstandings and additional inbound requests from the customer.
4. Stay calm
Even with all of the proactive care you’re giving your customers to prevent issues from arising, some mishaps are bound to unexpectedly happen. When this happens, you need to stay calm and not panic. Give your customer the chance to express anger and dissatisfaction and then progressively start taking control over the conversation. Let them know that you understand their concerns and show your dedication in how you will solve the problem at hand.
5. Offer solutions
When Customer Success Managers can’t mitigate an issue proactively, they offer solutions (more than fixes) to the customer’s problems. This business partner status is what makes the profession so important and on the rise worldwide. When you face a delicate issue, you need to be analytical about it and quickly come up with an appropriate solution.
Even the most critical customers know that everybody makes mistakes. They will appreciate if you have a backup plan to solve the problem, and it will affect how reliable you present yourself. Therefore, you shouldn’t approach problems as disasters but rather the opportunities to strengthen relationships with your customers.
About the AuthorMore Content by Olivia Ryan