Bad customers only ruin and disrupt your business procedures, and unfortunately, every business has to deal with rude customers time to time. They may be abusive towards you or your support team members, they may demand unreasonable things and can also file a legal complaint against your company. Most importantly, they take away your agents’ precious time and energy that is better to be utilized on the ninety-nine percent customers that are good for your business’ progress.
However, keep in mind that not all the customers who behave in a rude manner are jerks, some people just tend to take out their anger on others when they have a bad day. So, before trying to remove your bad customers, you need to see the difference between the two; a customer that has behaved badly only once is just an angry customer, so use your best service techniques in order to calm them down. On the other hand, a customer that has repeatedly shown bad behavior does not need special services to calm down and should be removed.
The next step is to figure out how to remove those customers if your agent gets irritated every time they see that customer’s name that means it is time that they got removed. Letting such customers stay will only cause trouble to the agents by wasting their efforts and time that can be utilized elsewhere with customers that will actually benefit your business. The four steps of removing such customers start with; thanking the customer for their business in a polite and positive manner, the second thing to do is to reframe the whole situation, do not insult the customer even when firing them. Instead, make the customer feel like they were part of the decisions made by reframing the chat and sharing the facts.
The third thing you can offer them are refunds that are reasonable for both sides.
Fourth, apologize to them even if you have not done anything wrong and recommend them an alternative, even if that has to be your competitor.
Now, you cannot keep removing bad customers all the time, your company needs to find out a way to keep such customers away in the first place. One way to do so is by raising your prices, it keeps the bad customers away and the loyal ones nearby, customers investing in you more would automatically want to treat you well.
Make sure that your marketing is clear and precise, so that bad customers do not especially engage in a chat to bash your agents for it and some customers turn into bad ones because they are confused and frustrated due to your poor marketing skills. Also make it clear about the features your channel provides to avoid confusion, Kayako’s tools are advanced and easy to use if your customers are informed properly about them.
Some customers are not sure of what your business can offer them, it is better if you tend to them first, so that they do not have to wait for a long time just to get nothing. If your business offers customers to sign up with them, then it is beneficial for your agents to prioritize them and find out, in the beginning, to see if your agent can provide them what they want.
Either cut off ties with bad customers before starting anything or after a certain point, it is important and healthy for both your business and customers to do so. Bad customers disrupt business, upset your agents and eat away your valuable customers’ time.