I'm often asked if I'm able to provide advice about 'those' customers who continue to argue their points and do not accept what they are told by the service representative.
Some people just like to argue, regardless of what you tell them.
There are several ways to manage this type of person. The best way I have found is to make it all about them, more than you would with others. Use sentences like "You make a great point" or "I can see where you are coming from."
The difficulty arises when you can't actually help them. For example, company policy means you can't do what the customer is asking of you. Honesty is the best policy but with an explanation as to why. I call it 'the reason for the reason'.
Policies are developed for two reasons;
- To protect the company
- To protect the customer
Often we will say, "I'm sorry but I can't do what you are asking because it is our company policy". You know what the customer hears when we say this - "We have rules for situations like this and I can't change them".
Try explaining to the customer why the policies are in place, to protect them.
Something like, "Lance, I apologise that I cannot do any more for you. We value our customers and have policies in place which are designed to protect everyone".
Finish off the conversation by giving the customer something that they can take away, it need not be tangible although this would be more helpful. It could be as simple as “What I am going to do is to mention your situation to my supervisor as you raise a valid point”.
Always do what you say you are going to and don’t over-promise. Under-promise and over-deliver.
The bottom line, sometimes people will need a reality check!
Let's talk!
Stop Arguing With Me!