Handling Difficult Customers

Handling Difficult CustomersThe customer is never wrong - and some customersusethis principle completely. What can you do whenfacedwith a difficult customer?Some customers make it their goal to ause?strifewhen they shop. Do you argue with them or do youletthem abuse the system?The answer is neither. Knowing that a customer may

have issues from time to time and being willingtohelp the customer with their concern is a goodthing.If however this is a customer who repeatedly asissues? then it may be necessary to consider thesource.An example of a customer who abuses the system isonewho buys an item brings it back when it not ew?anymore only to replace it with the same thing,onceisnot too bad, even twice can be overlooked.A customer, who brings their items back over andoveragain, may be looking at a chance to takeadvantage ofyour stores policies. Sometimes these are thevery

people who will cheat a company out of thousandsofdollars.Before arguing with the customer, prepare to lookintothis matter deeper. It may only require a manageradvising the customer that this isnot goodpractice orit may require a professional look into thispersonrecord.The business industry is full of scam artists justlooking to make a buck. Knowing the differencebetweena customer in need and a scammer may not be easy,but,you may need to consider how your company willhandlescammers.

After all the harm a scammer can cause not onlyaffects your profits, it can also affect othercustomers from obtaining their needs.Tactics to manage difficult customers* Listen- Be a good listener if you hear the whole storyitmay help in determining what to how to serve theirneeds better.* Think and respond- consider ways to solve the problem, talk aboutthemwith your management.* Empathize- an empathy statement may defuse a customer who

mayotherwise be irrational.* Resolve the issue- Do all you can to rectify this situation and toensure the matter will not happen again.The customer can make or break your business.Actingwith understanding and courtesy will go a longway.This entry was posted on Monday, April 14th, 2008at 2