How to deal with difficult retail customers?
What steps should be taken when dealing with a difficult customer, who is clearly in the wrong and absolutly irrational? 90% of the customers I deal with fit this catagory.
Tags: catagory, difficult customer
Customers are always right, sometimes, stupid, dellusional, or clincally insane, but always right.
First thing to do when dealing with an irrate customer is apologise, not for whatever they think you might have done or not done but for the fact that they are upset. So "I’m sorry you’ve been upset by this." It instantly helps to take the edge of their annoyance. Second remember the rules conflict, if you seem confrontational they will rise to that confrontation. Instead be very calm and very sympathetic. This is not weakness and it doesn’t mean you are going to give ground. However if the customer feels that you are doing everything you possibly can do to aleviate the problem they will be more inclined to accept the situation if you can’t help them.
Never ever get angry, I know it’s hard. If you feel yourself losing your cool then move away a bit. Say something like, "excuse me a moment I just need to check something with my collegue." Get out of sight and take a few deep calming breaths, it’s only a job after all.
Pass them off to your superior.
Spit on the floor. Grab the back of their head and slam their face in your spit. Step on the back of their neck and make them give you a twenty dollar bill.
Just smile and take care of the customers needs. Yes it seems useless at times and can get very annoying but it makes a big diference when you help someone even tho they are being difficult seeing that they dont know they are being that way.
You should be polite with them, yet break no rules for them. After they leave, you should make fun of them with your friends. This is quite therapeutic. Anyway, just remember, anyone who treats you poorly is pretty miserable, and you are probably alot happier than they are. If you remember that, it will make dealing with them alot easier.
Tell the truth and answer the question. Join my business group when you need other business information.
Remember the old adage…the customer is always right. Well as difficult as it is,. try to appease them within logical reason. I`ve watched the program on TV, called "Airlines" and they put up with many , many irate passengers in a calm manner, if unable to resolve the problems, they call for the supervisor to handle it, perhaps u could do the same. Consider it all in a days work, don`t take it personally or home with u. Good luck.
Just be real nice to them. Most time they expect you to be really stubborn and refuse to help so surprise them. It might make you annoyed at the time but in the long run they will go away.