how to deal with difficult customers?

Answer 1

What do you mean? You're the employee and you're job is to help the customers. If they are being unfriendly, don't make it personal, they probably are just in a hurry, furstrated, upset about something else but don't make it like they don't have the right to be that way. We all get cranky. That is rude if the customer is taking it out on you but then you should realize and try to understand them.

...The only way that customers get rude anyway, is if they have a rude or snobby or unfriendly person on the other end.

Answer 2

I don't think there's much you can do. I've tried jobs in the past that dealt directly with the public. Sometimes humor would work. Sometimes a quick wit. Sometimes empathy. But some people know they're going to be difficult even before they enter the parking lot. Retail can be a environment for angry and unhappy people to go vent. They do this because they think who ever their defenseless victim is, is powerless to confront them. Where as the same attitude with anyone else may result in the difficult person spending ten minutes picking himself up off the floor. As an employee, you are powerless to put these people in their proper place, and in some instances, that's why they seek you out. In those cases, all the humor, quick wit, and empathy in the world just aggravates the situation. I couldn't do it any more. I have a good job now where I don't deal with the public. I wouldn't last ten minutes in a job now where I had to put up with difficult people. I'm older now, and my policy is, if someone wants to act like an a**hole, I'm gonna treat 'em like one. I haven't really offered you any advice here - I think it's up to you if you want to work on your people skills and try to enjoy what you do. I do admire those folks who can deal with the public and do it well for a long time. I think it depends on your mental make up, and character. Good luck.

Answer 3

Just be polite and professional, and do not lose your cool no matter how much of an imbecilic, whiny jerk they may be. If they have a legitimate gripe, own up to it and do what you can to make things right. If they are making an unreasonable demand, even if it's in response to a F-up by your company, explain to them coolly and professionally why their demand can not be met (for instance, "it wouldn't be fair to our other customers"), but also let them know what you CAN do for them.

Dealing with difficult customers is a part of any business, especially for those on the "front lines" who actually interact with them. It can be very hard at times to be diplomatic for sure. But a lot of difficult customers will cool down later, and when they're in a cooler mood they will remember your professionalism in that difficult situation. They sure as hell won't acknowledge it, but they will remain your customer rather than going to a competitor.

Answer 4

Customers want to be listened to. Make sure you fully understand their perspective before you start responding. One way to do this, is to repeat what you've heard in your own words. Keep doing this until you're 100% sure you understand their position.

Next step, see what's a reasonable compromise and offer it. The customer is going to be (or should be) much more open at this point since they realize that you are truly paying attention to them and hopefully work with you to reach a mutually acceptable outcome.

If they are not reasonable, explain again what your limits are and offer the compromise to them.

Whatever happens, remember that they are talking to you as the representative of your company. It is not a dialouge between 2 individuals, it is between 2 businesses. So don't take any of it personal.

Good luck.

Answer 5

1. Keep your voice calm, and even lower it.
2. Have the person sit down. Offer them a soft drink or a cup of coffee.
3. Don't become defensive.
4. Really listen to this person. Tell them, "I know you're feeling very frustrated."
5.Say something positive to them and compliment them for caring. Grams

Answer 6

Be real with them. Answer their questions. Don't patronize them. Don't act like you know what they're going through. Just let them know you're going to do what you can to help them. Smile and be polite. Help them as best as you can. If you can't solve the problem or find an answer ask a supervisor to help you.

Answer 7

Do what i did when i foolishly ran an espresso bar for a friend who needed to be away for a week: Just request that they never return. They were quite amazed. I was quite amused. And my friend was beside herself with joy, since the ones selected were notorious asshol*s :))) Compassion has its limits for some of us benighted souls. And they begin approaching ever more quickly as one grows older, alas :)

Answer 8

Say peace be with you every time you finish talking. Offer them prayer cards or pamphlets about various religious stuff. This will either get them to quickly and politely leave or get you a sale.

Answer 9

UNCONDITIONAL LOVE .