hotcontent
Level 3
Write the reason you're deleting this FAQ
i want to know some tricks to handle irritating buyer.
Sometime few buyers just irritate us by asking lots of question repeatedly in that case how to handle that situation .
Its very very difficult any one know the way to handle that situation.
Thanks
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I was just saying to someone the other day in another discussion (can't find it now) basically to always keep your cool. No matter what or how irritating, frustrating or annoying the buyer is being. Never ever loose your cool and retaliate in the same way. Always think before you hit that submit button before you say something you'll regret. If you have to, just walk away out of the room for 5 minutes. Compose yourself and always answer in a cool way. Never say something that would throw fuel to the flames. Just be cool.
As Anweb has pointed out, many people today are very skeptical about buying things online and may have had a bad experience in the past. So by asking you questions, they are not only getting the answers to those questions, but they're probably also testing your character as well to see if you'll snap like. So sometimes, it's like a game they play. Just play along but always be cool no matter what.
Remember, you're the seller. You're a good seller. You have nothing to hide and nothing to prove. Just answer their questions quickly and be short and to the point. Then just forget about it. Unless they keep asking different questions then just again, answer short and to the point.
If they keep asking the same questions. As Lynne has pointed out, you can politely tell them that you've already answered it. If they keep asking the same question that you've already answered, you can also choose to ignore them if you wish. At the end of the day there's only so many times you can repeat yourself. But it's completely up to you. Just remember to stay cool with them. Never let it show even in the slightest that you are annoyed or frustrated or irritated by their senseless ceaseless questions. Just be cool and show you value them. After all, it's their money that puts food on your table. :)
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Yeah the thing is, everyone has a limit. You can only wear some peoples patience down so far. And when everything has already been explained and answered in the service description, it can appear daft to have that question asked of you. And even though the question's answer is obvious, some people do it just to talk though and get a feel for you as a seller or as a person. But I get that sometimes you do really have to draw the line and cut your losses because it can cost more time having to answer all their questions and you're far better investing that time into someone you know is really going to buy your service rather than wasting time on people that are just essentially tire kickers! And nobody likes a tire kicker! LOL :)
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Beverly
Most times, what works for me, is to acknowledge the person's feelings and then tell them what I'm going to do about the issue.
For instance, "I understand your frustration and I'm going to look into this situation now. If you can give me a little time to check on your order to see what's going on, I know we can get it sorted out." And, then, I will usually give them a small task to do to focus their attention elsewhere so they can get their mind off the anger and come back to a level emotional state. For instance, I might ask for a specific link or screenshot of a specific event.
I am not sure if that would help a seller, just saying that works for me. Just try to keep your ego out of it, (we all have ego and it's hard to just stand there and take abuse from an angry customer when they are insulting); just remind yourself the other person is frustrated, emotionally unbalanced and needs your help. They don't need you to throw the anger back on them. They need you to channel it away from them. They might be raging at you, but really they are upset at the situation and if there is a way to maintain a professional but empathetic tone, and make a reasonable explanation you will get more results than striking back in an angry or upset tone or exchanging insults.
This latter thing will get your account in trouble anyway, so best to be agreeable and work it out with the buyer, always smiling even when the buyer is grumpy and upset. A reasonable person will usually calm down in time and go back to read your polite responses and respond back with an apology. That is usually the situation that I have found. Daily I face this issue with buyers wanting to know some piece of information or needing help now on an order. And, many do not even want to wait a minute so that a staff member can check. Or, they are angry and take a rageful (get it done now) tone. While I appreciate Lynne's suggestion, it doesn't really work for me in the work that I do (though maybe as a seller, it would work for you). I hesitate to use the phrase, "As I have already explained/said/told you.... " as that is easily taken the wrong way by an angry person who then retaliates to say something to escalate the situation. "What are you saying I'm deaf! I already heard you!...." And, then it goes to an ugly place. They are already on the defensive and don't want to be shown up on it. Most times, what works for me, is to acknowledge the person's feelings and then tell them what I'm going to do about the issue. For instance, "I understand your frustration and I'm going to look into this situation now. If you can give me a little time to check on your order to see what's going on, I know we can get it sorted out." And, then, I will usually give them a small task to do to focus their attention elsewhere so they can get their mind off the anger and come back to a level emotional state. For instance, I might ask for a specific link or screenshot of a specific event. I am not sure if that would help a seller, just saying that works for me. Just try to keep your ego out of it, (we all have ego and it's hard to just stand there and take abuse from an angry customer when they are insulting); just remind yourself the other person is frustrated, emotionally unbalanced and needs your help. They don't need you to throw the anger back on them. They need you to channel it away from them. They might be raging at you, but really they are upset at the situation and if there is a way to maintain a professional but empathetic tone, and make a reasonable explanation you will get more results than striking back in an angry or upset tone or exchanging insults. This latter thing will get your account in trouble anyway, so best to be agreeable and work it out with the buyer, always smiling even when the buyer is grumpy and upset. A reasonable person will usually calm down in time and go back to read your polite responses and respond back with an apology. That is usually the situation that I have found.
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