9:00am PDT on Wednesday, 23rd March 2016
Dealing with difficult customers
with Marcin BorowskiYou have them in every business – but do you know how to deal with them? See the webinar recording and find out! During the webinar, I discussed the most common kinds of difficult clients (and trolls, too!). After the webinar, there was a Q&A session. Be sure to also check out Olga’s blog post about 4 Types of Difficult Customers on Chat and How to Deal with Them and a lovely infographic she’s prepared!
Video from webinar
Questions asked during the webinar
- How to respond to a customer who is bargaining with you? They seem to cannot afford the merchandise.
- Change the way they view your product. People tend to treat the spendings as “money gone” – instead, show to them that your product is something that’s worth putting the money in. Also, try to cut them an extra deal, if possible!
- The customer wants things done now. How do I tell them it cannot be done at the exact moment?
- If you can, share the details of the flow your company has – it will be easier for the customer to understand once they realize the steps that need to be taken before their request comes to life.
- What about “stalker” customers? The ones that keep coming back, open the chat and then close it again?
- If you are sure those are not customers that will eventually talk to you, use the ban feature – you can do that either under “more” button or in banned visitors section
- How to approach a customer that is swearing at us?
- One of the ideas is not to acknowledge the insults and focus on solving the case with the customer. If they go really harsh on you, then it would be a good idea to politely ask them to stop. You guys had plenty of questions, so not all of them are included in here. Be sure to check the Q&A in the latter part of the recording!
When not helping our customers, Marcin is fighting villains and saving damsels in distress during LARP (live action role playing) sessions. He’s a zealot when it comes to fantasy genre. Marcin is in charge of a LARP association called Fantazjada.