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Dealing With Difficult Customers
Successful retailers don't just sell products. Today,
quality customer service may be what differentiates a company from its
rivals. Retailers with poor customer service risk losing revenues,
profits and even going out of business.
But retail pros know there are some customers who make
offering high-quality service difficult.
Types of Difficult Customers
Difficult customers come in several varieties,
including:
- Angry
- Impatient
- Intimidating
- Talkative
- Demanding
- Indecisive
Dealing with Them Professionally
First, realize you can't control anyone else's
behavior. You have control only over your own actions. But you can
influence how customers respond to you to some degree.
Tips for handling tough customers:
Never argue with customers when they are angry,
displeased or complaining. If you allow a customer to push your
buttons and lose control of yourself, you've lost control of the
situation. Remember, you can lose a good customer if you show boredom,
irritation, disdain or displeasure.
- Listen and Let the
Customer Vent
Tune in to the customer; don't look for the nearest
exit. The customer wants to be listened to, acknowledged and
understood. Maintain eye contact. Show your attentiveness by standing
or sitting up straight; lolling or slouching makes you seem
inattentive and disinterested. Uncross your arms -- this indicates you
are listening with an open mind. Let the person talk, and pay close
attention. Repeat or paraphrase some of what you hear.
- Show the Customer You
Care
Show concern for the customer's feelings. Maintain a
concerned, sincere and interested facial expression. Your voice, as
well as your body language and expression, communicates your attitude.
People respond more to how you say something than what you say.
When a customer tries to intimidate you, stay calm
and ask, "What can we do to help?" This kind of question can also help
you get away faster from a chatty, finicky or confused customer who
monopolizes your time.
- Don't Blame the
Customer or the Company
When explaining your store's policy or trying to
clarify what went wrong, use either the indirect approach ("There are
a few questions before I can give you a refund.") or "I" statements
("I need additional information.") as much as possible. Don't
acknowledge that you or your company is to blame. That could lead to
lawsuits.
- Try to Solve the
Problem or Get Someone Who Can
Even if solving the customer's problem isn't among
your job duties, never say this to the customer. Get all the facts you
can, and then tell the customer how you can help.
Before you offer solutions, ask the customer how he
would like the problem to be resolved. Offer choices whenever
possible. ("Would you prefer to speak to the manager, or wait until I
can finish ringing up these customers' purchases so I can give you
more time?")
Finally, don't make promises you can't keep. Get
help from someone who knows more, is calmer, or has more power and
authority.
From the Manager's Side,
How to Provide Support
Retail managers must decide on a case-by-case basis
when to step in and take over for the associate. They should always
intervene if the customer is not merely difficult, but abusive. It's
important that the manager handle the situation in a way that does not
make the associate appear incompetent, while explaining to the customer
that the associate has been following store policies.
Don't Take It Personally
Retailers know that some customers will be difficult
no matter what. So don't take it personally. Remember that helping
customers is your job. Make sure your attitude is always "I'm here to
help as best I can."
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