how to deal with difficult customers?

Answer 1

Kill 'em with kindness!

Answer 2

This is a lesson my Dad taught me in our stores as a kid. No matter how irate they are, stay calm. Ask them what the problem is, listen, and then ask what you can do to fix the problem. Tell them that you appreciate them bringing the problem to your attention, and you will do your best to make sure it doesn't happen again. Give them what they want, within reason...a refund, replacement, or fix the item if possible. During this, try to get their name and address. (You could say you need to do this to give back cash or change policies.)
About three days after the customer leaves, send a "Thank You"note, that lets them know they are a valued customer, and appreciate that they brought this problem to your attention. Tell them if they have any further questions, please contact you immediately so you can make it better. In addition, insert a few coupons for that customer and their friends for the next shopping trip.

If you treat a dissatisfied customer this way, you will turn them into very loyal customers. Isn't that better than having them tell ten friends how nasty you were to them? How great would it be if the "word of mouth" coming from them were PRAISE for your company?

Answer 3

Good question!!

I work in the legal field and it seems that 90% of the customers we have are difficult because they are about to have a nervous breakdown as a result of the legal issue they are facing. The dump (or try to) all of that in us. They don't understand how the system work and take their frustration out on us.

I have different ways to deal with them. If you deal with them often you probably realize that it is not about logic and reasoning, but them venting their issues. If over the phone, putting them on hold, helps them calm down. One has to stay calm all the time and stick to the facts, getting mad is only helpful for them cause they are trying to find fault to justify their rudeness. Sometimes you have to tell them what they don't want to hear, which is a no, but just say what you have to say in a calm manner. It takes practice to detach yourself from the situations and to understand that they are not really mad at you, hence it is not really an attack against you.
I had to buy a few CDs that taught me the psyche behind what people do. We are like children and we throw tumper tantrums as a way to get our way wheather it is fair or not. Every person is playing a different game or tactic and looking to get certain result. Learning to identify the problem (if there really is one that you can fix) helps. Because if it is not your problem, then it won't be up to you to fix it. As an example, I sometimes have customers that are use to manipulate and use guilt to move people to act their way. It becomes a matter of standing your ground. I have had spouses that use any little error and attack us when in reality, they want to sabotage the filing for their divorce. Or they show up at our store and do drama scenes as a way to vent their anger. In a very polite way I tell them that we cannot tolerate that, in the long run, certain customers are worth getting rid of.
A training in anger management is great, even if it's not you who needs it because it teaches you where your emotions begin and where others end. Many (if not most) people need to learn positive ways to handle their emotions and better problem solving approaches.

Answer 4

Good answer, I get them all the time at my workplace.

The best thing to do is stay polite and don't make snide remarks back. Keep steady breaths and don't let what they say get to you too much. If you need more assistance simply get your manager / someone else higher up as difficult customers will tend to warm more to people of authority.

Make sure you understand what they are being difficult about, and sort it out smoothly. Don't snap back as I find this makes the situation MUCH worse, and when it comes to them asking for the manager you can say you dealt with it calmly and they can't shout at you.

Answer 5

The key is not to lose your temper.

Usually, when customers start making a scene, they WANT to attract attention. That way they can make it look like you are just picking on them, blah blah blah. Just play it cool, but stand your ground. Let them know you empathize with there situation, but don't back down from your position.

9 times out of 10, this will get them to back off. Sometimes though, it is going to take you telling them that you've explained their options, and if they don't like it or if they are going to keep making a scene, they need to leave. A lot of times, customers (particularly ones that make a habit of complaining/making a scene) come in assuming or knowing that you won't stand up to them. When the see that you're willing to bark as loud as they are, they usually back off!

Granted, these two points of view seem contradictory, and they are to a point. You just have to be able to read the situation and figure out which type of customer you're dealing with. Start nice but firm, and only confront them bluntly if necessary.

Answer 6

As a building contractor, I find it best to just walk away from difficult customers. I've had a lot of people who just grew worse the longer I dealt with them. But then again, I don't have a boss to answer to, so I have the luxury to refuse someones business.

Answer 7

when you are at work! regardless if the the customer is polite are difficult, you must realize you are there for money! (unless your talking about a career)you and never take any type of emotion personal. you just have to wear your smiley mask all day!

Answer 8

Just be calm and as nice as you can be. I work in retail and have for years. When i started you would get one or two rude/difficult people, but now days your lucky to get one or two NICE ONES!!! i think because our world has become so harried, people are just stressed out. I think too some folks think if they are difficult or cause a big stink they may get something for free or get a discount. i know it's hard, but just treat them as you would want to be treated.

Answer 9

each difficult customer is slightly different. You just have to stay calm and let them vent it out and then once they are calm try to "talk" to them not yell at them.

Answer 10

You don't say in what capacity.

Are they mad about their service?? You would have to imagine it happening to you, and then how would you want to be talked to and the problem resolved??

If they are just being a butt-head, you have my sympathy. Some people you cannot please no matter what.

Just keep your tone of voice even at all times, and let them be the aass.

Answer 11

Each customer, is different from other one.

You must attend each one of them, wearing a smile, very calmly. If you listen to them Cooley, you will observe they will guide you them self.