Sometimes, you will chat with customers that are dissatisfied, rude, and all around hard to deal with. This can be one of the most frustrating aspects of being an ibbü expert; however, it's always important to remain calm, collected, and professional. If you don't, things can take a turn for the worse; the customer could get even angrier, and you will end up even more unhappy! Below are two real world sample conversations where experts dealt with lousy customers, but the approach these two experts took were drastically different. Take a look at the conversations below to learn about what to do and what not to do when dealing with these types of customers!
Conversation 1: The Experienced Expert
When dealing with these lousy customers, the experienced expert will always remain calm and professional, making sure not to exacerbate the situation. They try their best to not retaliate, and when the customer becomes rude or insulting, they calmly close the conversation.
Conversation 2: The Amateur Expert
In this conversation, the amateur expert's first mistake is inciting an argument by calling the customer rude. The expert was aggressive when the customer showed dissatisfaction, which exacerbated the situation and led to the customer insulting the expert further. The expert should have remained calm, taken the customer's criticism without retaliation, and simply closed the conversation with a kind goodbye message or apology to prevent further customer dissatisfaction.