Customer service: How to deal with difficult customers
How do you provide quality customer service when you’re faced with a bad attitude? We’ve all had one, or maybe several. Keep your cool with these tips and attempt to turn this bad experience into a good one…
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 that they’re going to be dealing with diffcult customers (that doesn’t just define you to angry ones), the very customers who make offering high-quality service difficult. Here are a few different types of angry customers and how to deal with them as a customer service representative.
Types of difficult customers
Difficult customers come in several varieties, including:
- Angry or frustrated
- Intimidating or abusive
Dealing with them professionally
First, realise that you can’t control anyone else’s behaviour so don’t try. You have control only over your own actions, but you can influence how customers respond to you to some degree.
Dealing with angry customers:
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 monopolises your time.
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?”)
- Get control of yourself:
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 if you’re face-to-face. 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 actually 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.
- 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 legal action or complaints being escalated when they didn’t need to be.
- 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.
- 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 customer service support
Retail managers must decide on a case-by-case basis when to step in and take over from their member of staff. 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 team member appear incompetent, while explaining to the customer that the employee has been following company or store policies.
Don’t take it personally
Retailers know that some customers will be difficult no matter what. So don’t take it personally – while we appreciate that’s easier said than done.
Remember that helping customers is your job and finally, make sure your attitude is always “I’m here to help as best I can.”
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