If you want to be in the business you need to deal with your tough customers. Indeed your unsatisfied customers are a great source of learning. In a world of social media and reviews it becomes your atmost responsibility to follow up your customers and solve their inconveniences.

1. Tough customers are a
challenge
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2. “Customer is the
King”
Customers are the most important foundation of the business.
They are the ones who help you to survive in the market.
Business is set up in order to fulfill the needs and wants of the
customers with the focus of gaining profit in return. Every
business concentrates on attracting the target customers as
there are huge options left for the customers in the present
competitive market.
You should know the fact that though you provide the best
product or service for your customers and also spend quality
time to provide good customer service, you cannot satisfy each
and every customer.
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3. Types of customers
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1. The all time “complainer”
When you come across a customer who has problems
every single time he/she makes a purchase though the
product or service provided is good enough and has also
satisfied a huge customer group, you tend to get annoyed.
You label the customer to be an “all time complain
machine”. They will complain about anything and
everything. Thus, handling them can be a very
challenging task.
2. The “I know it all” customer
They are another kind of customers who are filled with
knowledge about everything and anything. And more
importantly they will showcase their knowledge and try
to be dominant in the conversation. Though their talks
may make you feel they know more than you about your
own product or service and make it difficult for you to
handle them.

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3. The “silent”
The silent customers are the ones who know what they
want but will not give you the exact information about
their needs and wants. You will have to take the initiation
of asking en number of questions in order to understand
their requirements.
5. The “No boundaries”
The no boundaries customers are the ones who tend to
forget that the customer service reps are also humans
who possess a normal lifestyle. They expect responses
even on a Sunday or even at 11 pm in the night.
4. The “bully”
The bully ones are the people who are angry and aggressive in their conversation for various
reasons like may be the product or service provided was not up to their expectations or they
require immediate responses and solutions for their problems. They try to dominate the
conversation by being rude and arrogant through which they feel they may get attention or
get what they want.

5. HOW TO MANAGE TOUGH CUSTOMERS?
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● Be patient and calm
Be patient and calm when your customer is speaking.
You may feel annoyed, frustrated, angry or depressed
but do not show your emotions. Your customer may be
yelling at you, criticising your product or service or
being dominant in the conversation. But you need to
maintain calmness and not lose patience during the
conversation or else it will result to a tug-of-war
between you and your customer.
● Do not make them feel they are a tough deal
There are few specimens who may create a feeling of
panic and pressure in you knowingly. But do not get
into stress or anxiety, present yourself with a smile
and be confident when you talk because they are the
ones who require such products or services that you
provide.

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● Listen when they say
Let your customers speak what they wish to tell.
When you keep on talking even more than them, it
may irritate the customers and also make them feel
they are being forced to purchase. Do not interrupt
them because many a times they just want you to
listen to what they say. When the customer sees that
you are a good listener, he/she will also show the
same interest when you talk.
● Apologize
“A sorry” can be very effective in difficult times.
Sorry does not always mean that you are wrong and
your customer is right but it also means that you are
not willing to lose the customer relationship (seller-
buyer relationship). This four letter word can help
you to retain your tough customers. Incase the
customer is facing any issue or problem, be
apologetic and ensure them that the issue will be
resolved at the earliest.

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● Make them feel they are important
Treat your customers right at the right time because
it helps you to maintain a good relationship with
them. Your tough customers are also humans with
feelings and emotions. Every customer likes to be
valued even if its by simple ways. Send personalised
discounts, offers or special day wishes to make them
feel that they are in the top most priorities.
● Say “no” with politeness when required
Handling the tough customers is no less than a
challenge and when you need to say “no” to these
customers can be one of the most difficult tasks for
you. So, when there are instances where you need to
say “no” to them, be polite enough and ensure that
you value them but are unable to fulfill their
expectations.

8. Conclusion
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It is true that even sales reps and customer service reps are humans and even they have emotions. But if you
want to be in the business you need to deal with your tough customers. Indeed your unsatisfied customers
are a great source of learning. In a world of social media and reviews it becomes your atmost responsibility
to follow up your customers and solve their inconveniences. Never forget that your customers can market
your product or service more better than you can. So when you are successful in resolving their problem
they will surely spread it to four more people which in turn increases your customer service quality.

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