How to handle irritating buyer ?

Beverly

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. 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.

8 years ago

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Lynne

Eeeek Beverly that is what I would do with an irritating buyer that is asking the same question, but never for a buyer that is angry or annoyed. You are so right, in that situation it would be just plain wrong to do and would aggravate the customer!

I totally agree with what you have said about dealing with an angry buyer!

8 years ago

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Lynne

PS: Irritating Buyer VS Irritated Buyer LOL

8 years ago

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anwebservices

Well we all get buyers like that from time to time. It's best to stay polite as much you can. There is not only irritating buyers, but also people who know nothing about our jobs and how it's done, so they like to make sure it will be ok. A lot of people have being scammed on Internet and many buyers are scared to invest over the internet, so you need to relax them and make sure they are at the right place and dealing with right seller. And there is also some "annoying' buyers who really just annoy you even when you explain all you can, but keep cool, it'a part of our jobs

8 years ago

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ajlancer

Hi anwebservices thanks for your an excellent opinion. I completely agree with you. And buyer has 100% right to know all from seller which he going to buy. But, I faced some buyer who do not read service description before asking question and asking same question, which write in service details very clearly. Surely I do not feel irritating when asking question buyer again and again. But, some new seller do not take it simply, they may feel bore, when they see buyer asking common question, which he writes in service description. My suggestion to seller, please write service description very carefully with details and add FAQ part to your service. Buyer may get all answer from your FAQ. Despite of if any buyer contact with seller, try your best to answer him politely.

Regards by Ajlancer

8 years ago

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anwebservices

I know... I often receive some annoying questions about services which are already explained in service description in details, or receiving some questions about details, but i don;t know which service they regards too, but what can we do, again just be polite as much is possible

8 years ago

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Lynne

Oh I know the type, I am not a seller here but I have had a lot of customers like that in my business and my patience has seriously run so thin before.

I have always just answered the questions even though they have been asked 10 times before.

I stay polite but I always say "Yes, as I have said alrady, ******"

And then if they ask again after that I change it slightly to "As I have mentioned a few times....."

and then if they STILL keep asking the same question I then say "As I have said on numerous occasions...."

In this way I am still being polite, and still answering the questions but I am making it clear too that I have answered over and over again.

Some people still don't get it, but what can you do? LOL

8 years ago

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EliteWriter

Yes good idea - pointing out that you have already mentioned something could hopefully give them a hint that they are asking useless questions which have actually already been answered. I am not a very patient person by nature, so it is already difficult for me to remain patient. Believe me, I have had my share of irritating customers. I thus truly go out of my way to keep answering politely and genuinely but when it is way too much and I feel I cannot take it anymore I just have to say enough is enough lol.

8 years ago

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EliteWriter

I often get such buyers too. It is normal and it is part of our job to deal with them carefully and politely, despite the fact that they can make you feel somewhat frustrated and irritated. Try to answer any queries they may have. If it is going to take really long, with nonstop questions, which sometimes do not even make sense, I would subtly indicate that if they are not confident with what you are offering maybe they could try to find another seller. Sometimes you need to put a stop when it seems to get out of hand, or if you feel they are wasting your time or give you an inkling that they might end up rejecting your work.

8 years ago

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ajlancer

Hi hotcontent thanks for asking question. I understand your situation. I would like to say, a buyer has complete right to asking any question until understanding all parts from you what he trying to purchase further. And it is too good, if you can persuade him or if you convince him before purchase your service and after complete order you have chance to get good recommendation from buyer. Because, buyer know all things to your service after all. And to make communication with buyer, pre condition of a good seller. Do not feel as irritating when buyer asking you and try your best to convince him or answer him.

Regards by Ajlancer

8 years ago

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CryptoGuru

i had another discussion the other day similar to this one, my advice to you would be gain patience in life you going to run across those hard to work with headache kind of clients it happens you know people so difficult to work with you want to cancel orders lol but it is not for you to get worked up in fact take it as a learning experience it can be these clients that teach the best customer service and as we all may well know customer service is every thing , you know that old saying the customers always right lol

8 years ago

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hitmeasap

Multiple questions often comes due to two reasons.

The buyer is new and doesn't understand what you've written in your description. What you write in your messages etc. Because they aren't familiar with the services, the marketplace or the process of everything from paying for a service to delivery.
The second reason might be due to the language barrier. If you're not native in English or if the buyers are not native in English one can face huge obstacles.

That being said, in-depth information in your service listing, detailed replies to answer your clients questions are essential.

Best Regards,
hitmeasap

8 years ago

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CryptoGuru

i do honestly believe you have to patient with your clients , you have to really allow your self to be involved with them you know you cant let your self get worked up too much understand that it benefits you so much when you show patience cause you never know that one annoying client could turn into a potential best customer off the strength that they felt you putting the effort twords helping them and not fake effort but genuine help, whether its questions or anything trust me when i tell you clients pay attention to all that stuff

8 years ago

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Corzhens

This reminds me of my boutique in the olden days. There were several irritating buyers who never fail to haggle with the prices and always asking for freebies. What I did was to befriend them by establishing a personal connection like knowing their family background and work. After a few encounters it was noticeable that their stance as a customer had changed to a desirable one because they treated me as a friend and not just a seller that they can pester.

6 years ago

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SEOClerks

How to handle irritating buyer ?