How Interim Executives Deal with Difficult Customers
Three tactics interim executives use to deal with difficult customers and turn it into a positive experience for the business.
No matter how well you are doing, it is inevitable that sooner or later you’ll run into a difficult customer. You know you have one when a customer is taking up a lot of your time and requires special attention. Whether it’s because of a complaint, trouble understanding how the product or service works, urgent requests at the eleventh hour or because they’re just plain rude, you find yourself devoting a lot of time towards addressing their issues.
Interim executives that learn
While it can be frustrating for many to deal with difficult customers, good interim executives view it as an opportunity to improve. Listening to their concerns gives businesses insight into problem areas allowing them to patch it up before causing further distress to other customers.
Studies have shown that a bad product experience handled correctly in a way that leaves the customer satisfied will make them more likely to recommend the brand to others. It’s a great way to contribute to word-of-mouth marketing that drives organic customer growth.
Interim executives switch perspectives
It helps to get into the mind of the customer. Try and understand the problem from their perspective. Stepping into their shoes can give you a new viewpoint on the problem and help you understand why it is such a worry for them. Talk to them in their language and give them solutions that make sense given their circumstances.
Interim executives communicate
Communication is a two-way process which interim executives aim to maintain. They provide progress updates and quick responses to the complaints of the customer. Customers that feel like they are being heard will calm down and become more co-operative and agreeable.