how to handle difficult customers?

Answer 1

First to know what are tje good customer service qualities before handling a nasty customer. They are elements that make up a Great Total Customer Experience = Company's physical image + Customer's interaction with staffs

To provide good customer service will start with:
1) Gives good personal hygiene & appearance
2) Possess positive attitude and good manners
3) Have good knowledge of the products & services rendered
4) Is dependable on oneself
5) Solves problems effectively and tactfully
6) Willing to provide the Go Extra Mile Service (GEMS) and exceed customer's expectations.
7) Identify customer's needs to offer personalised service
8) Tell youself that customer is ALWAYS RIGHT (even you know sometimes customer is in the wrong)
9) Includes 3 'P's as:
Products - A customer experience is delivered 1st & foremost by the product itself. As a consumer, most of the feelings we hold about vendors come the dissatisfaction or satisfaction with the product or service received.
Process - It is the 2nd most influential factor in shaping the beliefs about the organisation which involves the steps in which during a customer is buying, paying and getting assistance.
People - Give the competitive edge in service. The ultimate customer experience will be completed with great interactions with the customers.

If all the steps have been practised and it still doesn't work out, at least you know you've did your best as a good customer service personnel. Just say sorry to the customer again and ask for a better person to speak to the customer.

Answer 2

It is always easier to say YES than to say NO. Just remember that.

Consider it a challenge. They are trying to manipulate you and if you learn to control the situation then you won and will find pleasure in knowing that this person intended to make your life miserable but left happy.... because you saw them comming and had them eating out of your hand.

That's what I do. By the time they leave they're all over me with how wonderful I am. I just laugh to myself.

Answer 3

Called Police Officers to solve the problems

Answer 4

To keep them they must be treated with respect and feel that you understand everything that they say good or bad. Then you must do what you say if you can't communicate that immediately, you will keep that customer for ever.

Answer 5

Depends on how badly you need their business. Try to be nice as many others suggest is great. Sometimes standing firm on your principles helps. "Friendly but firm" works at times.

Answer 6

Just agree with them, then they cant argue, then turn them around to your way of thinking. Let them think they have won.

Answer 7

v must always be manners n polite to them with smiling faces no matter how rude they r v just ignore it patiently.good luck.

Answer 8

with tact, courtesy and a smile (that drives em mad) kiss their butt a liitle but dont toss their salad (which is what most of em want.

Answer 9

laugh at them. say something silly to make them laugh. tell them "oh come on! lighten up for me" and smile at them. say "i wanna help you as much as you need the help, but i can't concentrate if your attitude is nasty honey".

Answer 10

Tazer gun?