How to deal with difficult customers
When it comes to run a travel agency successfully, you definitely have to face multiple challenges. One of them is unsatisfied and unhappy customers. It is absolutely true that you are going to come across a lot of difficult-to-deal-with clients and this is what your real challenge is.
Unsatisfied customers will tell many people about their bad, previous experiences. More than fifty percent of the unsatisfied customers tell around 20 people about their unsuccessful tour deals. It is now your duty to make them happy and satisfy their needs fully. Here is how to deal with difficult customers.
Be patient while dealing with customers who are difficult to understand. It is natural that they would talk a lot and would try to trap you in one way or the other. As a service provider, you have to satisfy them with friendly communication. Keep your thoughts positive and do not interrupt the unhappy clients. Try to understand their needs and make sure that you act accordingly.
Listen to them carefully and show sympathy about their unsuccessful past experiences with the travela gents. In order to communicate better, you need to develop the ability to listen to them calmly while they are speaking. Do not disturb them until or unless they have said everything to you. Give your customers utmost respect by showing respect and empathy. If they still do not understand you, leave them alone.
Call them if you promise
Did you promise to call them? If it is so then we highly recommend that you do not forget to do it. Keep on promising is not good until or unless theyyou’re your actions too. In case you have failed to satisfy them even when you spent hours in communication, promise to them that you will call them back. Try to understand that they are humans too – they are just unhappy because of the poor treatment of previous travel company representatives. It is your time to change their mind and to give it a new, positive turn. Secure your relationship with such customers by calling them and by regularly communicating with them, no matter how difficult the situation is.
Offer different solutions
One, single solution might not impress them. It is highly recommended that you offer them different solutions of the same problem. Try your level best to convince them that while dealing with you they would not get any bad experience. Once you offer them multiple solutions, they will feel that their message has been conveyed effectively and they might change their point of view later on.
Avoid negative words and remain polite
Avoid the use of negative words even when a customer is impossible to deal with. Remain polite as a travel agent because it is your duty to be presentable all the time. If you remain polite, this will show the customers that you have enough compassion. Polite behavior helps to avoid unproductive arguments!
Apologize if needed
Apologize if needed. Yes, you have to do it in case you have done some major or minor mistake. Try to understand that those customers are already unhappy and they just want your cooperation to get fully satisfied. Say ‘sorry’ if you feel that your behavior, any word, or the attitude has made them angry.