Dealing with difficult customers

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how to stay professional and keep your cool

It is the so-called festive season, where customers are all out shopping. For some reason the behavior of some customers becomes more difficult to handle. For instance, a difficult customer wants to change a clothing item with no receipt or tag. The store manager tells her that she won’t be able to swap the item because she has no proof of purchase, and the item looks used. The customer starts shouting and making a scene. The manager has no option but to swap the item for her. The store manager felt threatened and buffed into the decision. Customers like this can be tricky to handle. And this is why you need to know how to handle angry and difficult customers, and still do your best at your job this festive season.

Control your emotions

When you have been on your feet the whole day, it is easy to lose it when a customer rubs you up the wrong way. When dealing with an irritated customer, do not argue with them. Never allow a customer to bully you into losing your composure. If you lose your temper, you have lost control of the situation. Remember that you are not the angry person here and your only challenge right now is to help the customer with their problem. If you start behaving emotionally, you are no longer in charge of the situation. This will result in both of you losing control. This is not about you but about trying to help someone who is disappointed or feels let down by the shop.

Customer is king

While it may be tempting to run away or start to prepare for your defense, don’t do either of these. Normally, an angry and difficult customer wants to be listened to and have their concern taken seriously by someone. So pay attention to what the customer is saying. If you are not certain, ask questions that will help you understand the problem better. Put yourself in the customer’s shoes and try to see things from their perspective. Your role is to let the customer explain their complaint and don’t show them that you are feeling frustrated. If you listen and show that you are interested in helping them it calms the customer down as it shows that you are taking the matter seriously. Remember customer is king!

Ask specific questions

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When someone is angry, it is easy to be caught up in the emotion of the moment. So try not to be held up in the customer’s state of rage by asking relevant questions that will force the customer to reveal the facts. What is wrong with the produ ct? When did they see the advert? Who did they speak to when they placed the order? These questions will force the customers to think about the details instead of their emotional state. In a way you get to drive the customer to have a fruitful conversation. This will help you to get to the bottom of the problem and find a solution to it.