10+ Difficult Customers Types and Tips to Deal with Difficult Customers

How (and why) to keep even your difficult customers happy? Customer satisfaction is one of the most important metrics to measure if you ...

How (and why) to keep even your difficult customers happy?

Customer satisfaction is one of the most important metrics to measure if you are to ensure business success. However, ways to assess the elusive idea of the ‘happiness’ level of customers can be ephemeral. That being said, it is essential to have a clear understanding of the “happiness” health of your company and there are a number of proposed measurement tools that have been used to good effect.

Some ways to measure customer satisfaction:

• Net Promoter Score (NPL): This is a ranking on an index ranging from -100 to 100 that ask customers to rank their level of willingness to recommend a company. Separating customers into detractors, passives, and promoters is a good way to visualize your client base.

• Customer Acquisition Cost (CAC): This metric is calculated by looking at all the costs spent on acquisition and dividing it by the number of new clients. If you spent $1000 and acquired 100 customers you would have a CAC of $10. Keep in mind this does not address customer retention.

• Churn Rate: This is the percentage of customers who have decided to no longer connect with your service over a period of time. If you have 100 customers and you lose 3, your churn rate is 3%. It is a simple calculation with complex reverberations.

• Customer Satisfaction Score (CSAT): Generally judged on a 5 point “very unsatisfied” to “very satisfied” scale, this is a quick and easy way to track specific interactions that are used extensively to procure customer happiness data.

• Customer Effort Score (CES): Did you ever consider that your customers don’t much want to interact with you when they have problems? This metric measures how hard clients are working to obtain your services. A lower score means you have created intuitive ways for your customers to work, alleviating the kinds of stressors that lead to negative customer service experiences.

How can you turn a client with a negative experience into a success story?

By using some effective customer service software and tool, you can turn a client with a negative experience into a success story. The answer to this question also lies inconsistent service initiatives that pervade a company culture from the way customers are initially treated to the final actions taken by service representatives. It is particularly crucial to have protocols in place for customer service reps when encountering customers that appear aggressive or inconsiderate.

Fundera has put together an amusing study below of several of the archetypical “bad actor” customers that servicer representatives may encounter. The more serious part of the information shared, however, are the strategies within the infographic that can give a team conscious and clear choices to make when facing a particular kind of client.

Some of the takeaways for a service team include:

• Always remaining calm: Meeting aggression with aggression is never conducive to good business. Remind your team that staying collected is a great way to de-escalate a situation.

• Apologize where appropriate: Saying sorry is proven to lead negative interactions to become positive ones.

• Listen intently: Many of those who have negative experience simply want to vent. Sometimes allowing someone to air their grievances is enough.

• Have solutions prepared: Are there ways to incentivize a dissatisfied client to retain your services and have a positive experience? Consider how discounts or perks might be something you have on hand to deal with those who feel they have been treated unfairly.

• Never make excuses: Taking responsibility is always preferable to laying out reasons why something may have happened.

How negative interactions cripple you?

The internet means that those that have poor customer service experience can complain broadly. A US government study demonstrated that a dissatisfied customer who has experienced a poor level of customer service is likely to tell around 15 people (with 13% telling over 20).

To avoid this and make sure you develop less churn, higher CSAT, and promote improved CAC and NPL, take to heart the information provided below. Each customer has an opportunity to become a loyal promoter or a foul detractor. Treat them properly and your business will grow accordingly.