Tuesday, September 22, 2015
A Blessing In Disguise! Three Tips On Handling The Difficult Customer By Lauran Smith
1. If you made an error, be sure to admit fault and offer a sincere apologize. There may be a situation that you could very well be wrong;
but we are all human, and as humans, we will make mistakes. Sometimes your instant acknowledgment of the error, and your sincere apology, will
often diffuse the situation. What You’ve Learned: To pay closer attention to the task at hand so as to eliminate the possibility of this situation reoccurring.
2. Instead of telling the customer what you cannot do, focus on what
you CAN do. Example: a customer comes in to complain about a discount
that a friend of theirs received on an item that they also purchased, and
this customer is demanding the same discount on the item (background:
what the customer isn’t aware of, is that the friend brought in a coupon
during a promotional period, yet your customer is unaware of said coupon.
But you are aware, because the promotional period has now ended on the
item in question). Explain to the customer that they, unfortunately, made
their purchase after the promo date. What You Can Do: offer to review
their purchase history with your business, and see what discounts are
upcoming on items that they frequently stop in to grab. Instead of a
continued focus on the promo date “passing them by”, give them
something to look forward to!
3. Listen intently. Example: your customer is calling about a previous issue
with a product, and that they are still experiencing the same problem.
They now want to speak with management. In an effort to ensure a
smooth transition to your management person, get as much information as
possible on the complaint. What Could Take Place: after the customer
realizes that you are truly engaged, they may not feel like speaking with
management, which allows you the opportunity to handle the call and the
customer’s issue. Sometimes, all a person needs is to feel that someone
is listening, and assurance that the problem will be resolved.
Although not all situations will be “cut and dry”, the most important thing is that you will learn something in the process. Teaching moments are everywhere; it’s all in your perspective!
Posted by Keisha Wheaten at 3:43 PM