how to deal with difficult customers?

Answer 1

You have to be patient.
Remember, the customer is always right.


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Answer 2

Ususally a difficult customer has had a bad experience with your product or service, so it is not generally helpful for you to paste on a smile and act all cheerful. Be serious (but always polite) - it shows them that you take them and their issue/situation seriously and they will be more inclined to feel that you are genuinely helping them. As much of a pain in the rear end as they may be, avoid "buck-passing" as much as possible, because this serves to further irritate an already difficult person. If you genuinely cannot help and need to have someone else handle this customer, don't give them a line that someone else will call them "in a couple of days" or "next week". Be specific with your timeframes and make sure that it is genuinely followed up. It is very infuriating for the customer not to receive the follow-up call they are promised.
Also, don't make excuses. It's a waste of time and the customer generally doesn't care about the "why" of the situation, just the solution.
And remember: you should never have to put up with swearing, rude, abusive customers. These people clearly have more than just a little gripe about the product or service and shoud be reffered directly to a supervisor/manager who should firmly tell them that they are out of line and should come back after they have calmed down to a rational level. If you are ever threatened by a customer don't hesitate to call security or the police.

(If you meant how to personally deal with having to handle difficult customers then I find a good way is, in your head, tell them exactly where to go, or imagine what the waiters would do to their meal if they acted like that in a restaurant :-) )

Answer 3

Well after working in the Hospitality Industry for the past 10 years the way I handle them is as follows. You sit them down and listen carefully to everything they say, remember people want their story to be told especially to someone in charge. Next thing is to apologize even is the problem is their own fault remember a person that hears a sorry will immediately relax away from resistant, next is to make a decision whether or not this is a problem you can deal with discreetly and efficiently or whether or not you need to get a manager or indeed the owner, when you have established you course of action explain in detail to the customer what it is your about to do and execute your plan.

Answer 4

Take pride in your own skills at helping customers. They do get irritating, but when this happens, remember they won't be there too long. Maybe the next customer will be really nice.
Celebrate mentally when the difficult customer leaves......

Answer 5

I manage a small customer service department, and I couldn't say it better than veedubbug68. Right on target.

Answer 6

Put a smile on your face, and get a manager. lol and if you are a manager, try to make them happy. If that doesn't work then they can't be happy and nothing will work so just wait until they leave.

Answer 7

With a nice manner show them who is boss and then listen to them.

Answer 8

When acting with kindess and happiness to others, they normally do the same. It's infectous :P

Answer 9

Throw them out of your shop.

Answer 10

Tell him/her, currently BOSS not available, so pls come later on.