HANDLING DIFFICULT CUSTOMERS
Handling Difficult Customers
The customer is never wrong - and some customers use this principle completely. What can you do when faced with a difficult customer?
Some customers make it their goal to ‘cause’ strife when they shop. Do you argue with them or do you let them abuse the system?
The answer is neither. Knowing that a customer may have issues from time to time and being willing to help the customer with their concern is a good thing.
If however this is a customer who repeatedly "has issues", then it may be necessary to consider the source.
An example of a customer who abuses the system is one who buys an item brings it back when it’s not "new" anymore only to replace it with the same thing, once isn’t too bad, even twice can be overlooked.
A customer, who brings their items back over and over again, may be looking at a chance to take advantage of your stores policies. Sometimes these are the very people who will cheat a company out of thousands of dollars.
Before arguing with the customer, prepare to look into this matter deeper. It may only require a manager advising the customer that this isn’t good practice or it may require a professional look into this person’s record.
The business industry is full of scam artists just looking to make a buck. Knowing the difference between a customer in need and a scammer may not be easy, but, you may need to consider how your company will handle scammers.
After all the harm a scammer can cause not only affects your profits, it can also affect other customers from obtaining their needs.
Tactics to manage difficult customers
* Listen
- Be a good listener if you hear the whole story it may help in determining what to how to serve their needs better.
* Think and respond
- consider ways to solve the problem, talk about them with your management.
* Empathize
- an empathy statement may defuse a customer who may otherwise be irrational.
* Resolve the issue
- Do all you can to rectify this situation and to ensure the matter will not happen again.
The customer can make or break your business. Acting with understanding and courtesy will go a long way.
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