When was the last time you had to deal with a difficult customer? It was probably and external customer but perhaps it was an internal customer, such as a member of your team, a colleague or even – your boss!
I’m sure that you always want to provide exceptional service to both your internal and external customers. However, in the real world, things go wrong and mistakes are made. These “customers” will often judge your level of service based on how you respond to a mistake. Do it well and they’ll probably forgive you and possibly even say positive things about your business or your abilities to other people.
The important thing to realise when dealing with an upset customer, be they internal or external, is that you must -deal with their feelings, then deal with their problem. Upset customers are liable to have strong feelings when you, your product or service lets them down and they’ll probably want to “dump” these feeling on you.
You don’t deal with their feelings by concentrating on solving the problem, it takes more. Here are 5 action ideas that deal with the customers’ human needs: