How do you say no without saying no to a customer?
Instead of “No, we don't have that,” try phrases like, “I can see how that would be useful, but I'm afraid we don't have plans to add that functionality,” or “While there's currently no way to do that, we appreciate you taking the time to let us know what you're looking for—most of the improvements we make come from ...
What is one strategy for dealing with an aggressive client?
Stay calm and keep your emotions in check. Adopt a passive and non-threatening body posture (e.g. hands by your side with empty palms facing forward, body at a 45 degree angle to the aggressor). Let the client air his/her feelings and acknowledge them. Ask open-ended questions to keep a dialogue going.
How do you professionally tell a customer to stop being rude?
The best way to disarm a rude customer is to involve them in solving the problem that's fueling their behavior. Ask them what they feel would be an acceptable solution. That way, you have something concrete to work toward. Look for quick, simple solutions.
What is the first thing you should say to an upset customer?
In this situation, be honest and upfront with your customers about what is possible while also showing you empathize with their situation. Context is everything, so even if you have to say “no,” explain why so they know it's not arbitrary. “I completely understand where you're coming from / why you would want that.
The most effective and least expensive approach to improving a negative customer experience is to apologize genuinely. Being so powerful, knowing how to apologize properly is an essential skill for any business professional out there.
We're sorry for the inconvenience you've experienced and know that this is not the standard you expect from {name of company}. We're looking into the issue and are doing our best to address it as quickly as possible. We appreciate your patience and hope to have a solution for you by {date and time}.
Stay calm, rational and polite. Give reasons for terminating the relationship, but keep emotion and name-calling out of the conversation. Follow-up with a phone call. You can start the process with an email, but you should follow-up with a phone call to talk your client through the process and answer any questions.
Angry customers often want to vent their frustrations while being listened to and understood. Other customers may wish for a more concrete solution to the problem. Listen to the customer first and then use problem-solving skills to determine how you can help the customer or resolve their problem.
Make conversation if the customer seems open to it but, in your attempt to win back an unhappy customer, don't go overboard and try to become their best friend. Don't take too long to get to your research and your solutions – that's what will ultimately make them happy.
A customer unwilling to listen to what you have to say is a difficult customer. The unwillingness to listen could be due to anger, frustration, impatience, indecisiveness or talkativeness.
