Dealing with Difficult Website Customers Part III

Writing by Brick Marketing on Saturday, 22 of December , 2007 at 12:27 pm

The final part of this three part series. Today we will take a look at techniques that you can employ to deal with even the most difficult of customers.

Keep the customer happy but stand your ground - Let’s face it, some customers make unreasonable demands. You don’t want to cave every time, so you will need to stand up to them. You can say no to unreasonable requests, but give a reason and be polite.

Be thick skinned - Customers can be rude and insulting at times, but if you lose your temper, it is you that is at fault. Brush aside the insults and move on. Motivate yourself with the fact that at the end of it all, you will be getting their money.

Don’t say no - Never tell customer no, tell them that it is not possible at this time.

Be accommodating - If your customer is unsatisfied with a product or service, attempt to remedy the situation. It is not always possible, but most of the time it can be done.

Know when enough is enough - sometimes a customer can cause too much stress. If they are too demanding, then they will be monopolizing your time which can be bad for business. I have only ever pulled the plug on two customers. It should be a last resort.

Managing difficult website customers can be a bit of a chore at times, but is worth doing properly. Remember, angry emails can get published and if you lose your temper, with a customer the last thing you want is to see your words published on the Internet. You are an ambassador to your website, don’t forget it. Difficult customers are generally aware of the troubles that they cause. If you handle yourself well, they just might keep coming back.

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Category: Website Customer Management

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