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Customer Service Training Tip – FAQ #7 How to Deal with Unreasonable Customers

This is the seventh in a series of ten frequently asked questions and answers about customer service. Please feel free to share your answer or comments to these questions. What happens if a customer just isn’t being reasonable? That happens. Sometimes customers aren’t reasonable. Sometimes it seems that no matter what you offer to do, […]

This is the seventh in a series of ten frequently asked questions and answers about customer service. Please feel free to share your answer or comments to these questions.

What happens if a customer just isn’t being reasonable?

That happens. Sometimes customers aren’t reasonable. Sometimes it seems that no matter what you offer to do, the customer isn’t going to be happy. One technique we teach is to reverse the situation. This has to be set up properly. Ask the customer, “If you were me, working for this company, and I came to you with this situation, what would you do for me?” Ask the customer to be realistic. Remind him/her that you’re reversing roles. If it has gotten to this point, you have probably already shared ideas or alternative solutions.

In the end, the customer may not be reasonable. Ask yourself, “Is this a customer worth keeping?” If so, then do what you have to do. If not, this may be a good time to nicely help them learn about other options for getting what they want – such as the competition.

Please share with us your answer or comments to the above question. Thank you!

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

(Copyright ©MMXII, Shep Hyken)

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