Types Of Difficult Customers You May Face<\/h2>\n\n\n\n1. The \u201cI want it now\u201d customer<\/h3>\n\n\n\n
These are the impatient, demanding customers who expect everything to be done instantly, no matter the circumstances. They often don\u2019t realize – or don\u2019t care – that some problems can\u2019t be solved with the snap of a finger.<\/p>\n\n\n\n
For example, they might not understand that your team only handles requests between 9 AM and 5 PM, that supply chain issues can delay delivery times, or even that adding a new feature isn\u2019t something that can be done overnight.<\/p>\n\n\n\n
Their requests can range from a polite, \u201cHey, can you speed this up?\u201d to a more aggressive, \u201cGive it to me now, or I\u2019m taking my business elsewhere.\u201d Dealing with these customers requires a lot of patience and a clear, firm explanation of what\u2019s realistically possible.<\/p>\n\n\n\n
2. The perpetually dissatisfied customer<\/h3>\n\n\n\n
These are the pessimists – the impossible-to-please customers who always find something to complain about, no matter how much you bend over backward to meet their needs.<\/p>\n\n\n\n
For instance, if you manage to deliver their order in three days, next time they’ll want it in two. If you deliver on time, they’ll point out that the new sale price is a dollar lower and demand a discount. It feels like nothing is ever good enough for them, and dealing with them can be incredibly frustrating.<\/p>\n\n\n\n
These customers require extra patience and a strong ability to manage expectations while staying firm and fair in your responses.<\/p>\n\n\n\n
3. The confused customer<\/h3>\n\n\n\n
This type of customer is challenging, but not because they\u2019re difficult on purpose. They simply get frustrated because they don\u2019t understand something, and that confusion can quickly turn into upset.<\/p>\n\n\n\n
For example, they might not be very tech-savvy and struggle to understand how to add an API key, which seems straightforward to you. Their frustration isn\u2019t about the product or service itself, but rather their difficulty in navigating it.<\/p>\n\n\n\n
Dealing with confused customers requires a lot of empathy, clear communication, and sometimes a little extra time to walk them through the steps they\u2019re struggling with.<\/p>\n\n\n\n
4. The know-it-all customer<\/h3>\n\n\n\n
On the opposite end of the spectrum from confused customers are the know-it-alls. Those customers are convinced they know more than you, despite your expertise.<\/p>\n\n\n\n
For example, a customer might insist that the software you’re providing has a bug because it doesn\u2019t work the way they think it should, even though they\u2019ve misunderstood the functionality. Or they might claim that a certain ingredient in a recipe is wrong, despite your professional training as a chef.<\/p>\n\n\n\n
Dealing with these angry customers requires patience and tact, as you\u2019ll need to correct their misconceptions without coming off as confrontational or dismissive. The trick is to gently guide them to the right information while maintaining their dignity and your credibility.<\/p>\n\n\n\n
5. The lazy customer<\/h3>\n\n\n\n
These customers know exactly what to do and how to do it, but they\u2019d rather have you do it for them.<\/p>\n\n\n\n
For instance, they might ask you to help them set up a software program, even though you\u2019ve provided a setup wizard and a help center full of tutorials. And if you don\u2019t step in to assist, they can quickly become upset.<\/p>\n\n\n\n
Dealing with lazy customers requires a delicate balance – offering just enough help to keep them satisfied without doing everything for them. Sometimes, a gentle nudge towards the resources you\u2019ve already provided can be effective, but you may need to step in more than you’d like to keep them happy.<\/p>\n\n\n\n
10 Tips on How to Deal With Irate Customers<\/h2>\n\n\n\n
Dealing with unhappy customers requires a cool head and practical strategies.<\/p>\n\n\n\n
The following tips will teach you what to do if a customer is upset:<\/p>\n\n\n\n
1. Proactively acknowledge the issue<\/h3>\n\n\n\n
When something goes wrong across the board, like a server crash or widespread shipping delays, the number of dissatisfied customers flooding your live chat can skyrocket.<\/p>\n\n\n\n
Normally, your live chat agents can handle requests without a problem, but in these situations, the sudden spike can overwhelm them, leading to even more frustrated customers and burned-out agents.<\/p>\n\n\n\n
To avoid this, it\u2019s crucial to get ahead of the situation.<\/p>\n\n\n\n
Proactively send out a message acknowledging the issue when someone tries to initiate a live chat. If you’re worried about alarming customers who might not be aware of the problem, have a canned response<\/a> ready to go.<\/p>\n\n\n\n Even better, consider making an announcement on other channels like email or social media to keep everyone informed. This way, you manage expectations right from the start and reduce the pressure on your support team.<\/p>\n\n\n\n The top reason customers prefer live chat is simple: they want their questions answered immediately.<\/p>\n\n\n\n If you don\u2019t respond quickly, customer dissatisfaction is almost guaranteed. And if they\u2019re already upset when they contact you and you take too long to reply, their frustration can escalate rapidly.<\/p>\n\n\n\n Here are some tips to help you boost customer satisfaction:<\/p>\n\n\n\n <\/p>\n\n\n\n TIP:<\/strong> If you can\u2019t respond quickly for some reason, keep the customer informed. Let them know their position in the support queue or any delay they might face. Transparency can go a long way in managing expectations.<\/p>\n\n\n\n To effectively handle angry customers, you need to really understand where the dissatisfaction is coming from. This is crucial in learning how to respond to an angry customer. It involves two key steps:<\/p>\n\n\n\n Understand the text:<\/strong><\/p>\n\n\n\n Actively listening (or reading in this case) a live chat query is crucial. It\u2019s easy to miscommunicate when texting with friends because we often read too quickly or jump to conclusions. While that might be fine in a casual setting, it\u2019s a no-go in a professional one.<\/p>\n\n\n\n Here\u2019s what you should do:<\/p>\n\n\n\n <\/p>\n\n\n\n Understand the subtext:<\/strong><\/p>\n\n\n\n Sometimes, what a customer says isn\u2019t the whole story – the subtext, or the underlying meaning, can be even more important, especially when they\u2019re angry.<\/p>\n\n\n\n For example, if a customer is upset because their Christmas gifts didn\u2019t arrive on time, the real issue might not just be the late delivery. What\u2019s really bothering them is that they don\u2019t have gifts for their loved ones, which is a much deeper emotional concern. In cases like this, no amount of gift cards or store points can fully address their frustration.<\/p>\n\n\n\n Understanding this underlying issue will help you respond more empathetically and effectively.<\/p>\n\n\n\n Showing empathy is key to dealing with angry customers and turning a negative situation around. It\u2019s about truly putting yourself in their shoes and responding in a way that makes them feel understood and valued.<\/p>\n\n\n\n A well-crafted, empathetic response at the start of a chat can quickly disarm even the most difficult customer.<\/p>\n\n\n\n To effectively show empathy, your response should include elements of all three types of empathy:<\/p>\n\n\n\n <\/p>\n\n\n\n Here\u2019s an example of how to combine all three types of empathy in a response:<\/p>\n\n\n\n \u201cI\u2019m really sorry you\u2019re dealing with this\u2014I\u2019d be upset too if I were in your shoes. Let me take a couple of minutes to look into this on our end and see how we can fix it for you.\u201d<\/em><\/p>\n\n\n\n It\u2019s important to remember, though, that empathy has to be genuine. Customers can easily tell when empathy is forced or insincere, and that can make them even more upset.<\/p>\n\n\n\n For instance, imagine a customer reaching out to Hazel from the Apple support team, only to receive a scripted, off-topic empathetic response that doesn\u2019t address their actual concern. This kind of \u201cempathy\u201d can come off as dismissive and can backfire, leaving the customer even more frustrated. Always make sure your empathy is both heartfelt and relevant to the issue at hand.<\/p>\n\n\n\n Here’s an AmericanExpress chat support rep prioritizing the customer’s needs first and displaying empathy second, leading to a better experience:<\/p>\n\n\n\n It’s important to understand that empathy and an apology serve different purposes when dealing with an upset customer.<\/p>\n\n\n\n As Doug Wojcieszak, founder of Sorry Works, puts it: “Empathy is not an admission of fault. An apology is.”<\/em><\/p>\n\n\n\n For instance, saying, \u201cI\u2019m so sorry you have to deal with this,\u201d<\/em> expresses empathy without admitting fault. But if you say, \u201cI\u2019m sorry about the delay; it\u2019s because our warehouse was late,\u201d<\/em> you\u2019re acknowledging responsibility and apologizing for it.<\/p>\n\n\n\n Both empathy and a sincere apology are essential when handling an upset customer, with the apology being even more crucial when you or your company are at fault.<\/p>\n\n\n\n Here\u2019s how to make your apology meaningful:<\/p>\n\n\n\n <\/p>\n\n\n\n Taking accountability and apologizing for any inconvenience is important, but it’s equally crucial to stay positive and assertive in your communication.<\/p>\n\n\n\n When dealing with demanding customers – like those who insist on immediate results – it\u2019s easy to fall into passive, aggressive, or even passive-aggressive responses, but these can backfire. Instead, aim for a positive and assertive tone.<\/p>\n\n\n\n Let\u2019s break it down with an example:<\/p>\n\n\n\n Imagine an “I want it now” customer is upset because they can\u2019t get what they need immediately. Here\u2019s how different types of responses might look:<\/p>\n\n\n\n <\/p>\n\n\n\n When a customer is frustrated, it\u2019s easy to feel like their anger is directed at you personally.<\/p>\n\n\n\n But remember, they\u2019re venting at a customer support agent – someone who represents the company that caused them inconvenience with a product or service. Most of the time, their comments aren\u2019t really about you as an individual.<\/p>\n\n\n\n Yes, sometimes the remarks can get personal, but they\u2019re usually just a result of the customer\u2019s anger or frustration. If you take these comments to heart, it can drain you both mentally and physically, and in some cases, it might even bring you to tears.<\/p>\n\n\n\n To keep your cool and stay professional, here are a couple of tips:<\/p>\n\n\n\n <\/p>\n\n\n\n By not taking things personally, you protect your own well-being and keep the customer conversation productive.<\/p>\n\n\n\n While responding, understanding, empathizing, and apologizing are all crucial steps in handling an upset customer, the ultimate goal is to resolve their issue.<\/p>\n\n\n\n All the calming and reassuring is important, but at the end of the day, what really matters is fixing the problem that brought them to you in the first place. So, once you\u2019ve fully grasped what\u2019s wrong:<\/p>\n\n\n\n <\/p>\n\n\n\n Resolving the issue is the final, and most critical, step in making sure your customer leaves the conversation satisfied and with a positive impression of your company.<\/p>\n\n\n\n After you\u2019ve worked through the issue with an upset customer, it\u2019s important to know how effective you were in handling the situation.<\/p>\n\n\n\n One of the best ways to gauge this is by asking for their feedback at the end of the chat session. For example, you could send them an NPS (Net Promoter Score) survey<\/a> that asks them to rate their experience and provide any additional comments.<\/p>\n\n\n\n Why is this so crucial? Statistics<\/a> show that 80% of consumers say they would switch to a competitor after just one bad experience.<\/p>\n\n\n\n This means you really can\u2019t afford to deliver anything less than great customer service, even when dealing with a \u201cdifficult\u201d customer. Their feedback will not only help you understand how well you handled the situation but also give you insights into where you can improve.<\/p>\n\n\n\n![\"Business](\"https:\/\/socialintents.b-cdn.net\/blog\/wp-content\/uploads\/2021\/12\/image3.png\")
<\/figure>\n\n\n\n2. Respond quickly<\/h3>\n\n\n\n
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3. Understand why they are angry<\/h3>\n\n\n\n
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4. Show empathy<\/h3>\n\n\n\n
\n
![\"Live](\"https:\/\/socialintents.b-cdn.net\/blog\/wp-content\/uploads\/2021\/12\/image2-1024x324.png\")
<\/figure>\n\n\n\n5. Apologize<\/h3>\n\n\n\n
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6. Don’t get passive or aggressive<\/h3>\n\n\n\n
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This response is uncertain and doesn\u2019t give the customer any clear direction or confidence in your ability to help.<\/li>\n\n\n\n
This response is confrontational and could escalate the situation, making the customer even more upset.<\/li>\n\n\n\n
This response comes off as defensive and dismissive, which can irritate the customer further.<\/li>\n\n\n\n
This response acknowledges the issue, explains the situation, and reassures the customer, all while maintaining a positive and helpful tone.<\/li>\n\n\n\n
This response is pessimistic and does nothing to reassure or satisfy the customer.<\/li>\n\n\n\n
This response is optimistic and proactive, giving the customer confidence that their issue will be resolved.<\/li>\n<\/ul>\n\n\n\n7. Don’t take it personally<\/h3>\n\n\n\n
![\"Angry](\"https:\/\/socialintents.b-cdn.net\/blog\/wp-content\/uploads\/2021\/12\/image1.png\")
<\/figure>\n\n\n\n\n
8. Resolve the issue<\/h3>\n\n\n\n
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9. Ask for their feedback<\/h3>\n\n\n\n
![\"Feedback](\"https:\/\/socialintents.b-cdn.net\/blog\/wp-content\/uploads\/2021\/12\/image5.png\")
<\/figure>\n\n\n\n10. Follow a set live chat etiquette<\/h3>\n\n\n\n