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How to Deal With Tough Customers

© Rodney Byrd

Ask anyone that works in retail what is the most demanding and rewarding part of their job and nine times out of ten you will get the same answer: interacting with customers. Customer service is the most important aspect of any retail establishment. Customers who receive great service return to shop again and often bring or tell friends about your store. Customers who receive poor service stop patronizing your store and like the customers mentioned before, they often inform friends of the service they received. To put it more simply, without good customer service, there will be no retail establishment! Every customer who shops with you should be treated as a VIP. This is easy to do for most customers, but what about those customers that are upset, irate, and bent on giving you a hard time. This article will discuss how to deal with these types of customers effectively.

First and foremost, when your customer is unhappy, it is important to maintain your cool. Take the opportunity to contrast your service from what they might expect from a competitor. When you approach them, smile, give a friendly greeting, and ask how you can help them. This will usually ease the tension in the air and make for a more friendly experience.

If a customer complains about something, it is important that you acknowledge that the issue they are complaining about is a real and valid issue. Do not make them feel as if it is too small to take care of. Even if the problem is not your fault, try not to place the blame on anyone. Simple smile and say, “I will do my best to take care of this” or “I don’t blame you for being upset”. This approach makes you appear on their side and often eases anger.

If this doesn’t work, don’t argue with the customer. This would be a no-win situation. Instead of this, call a manager or supervisor or more experienced co-worker. Someone with a different perspective on the situation may be able to better handle it.

In closing, remember that the customer comes first. In dealing with them, you should always be fast, friendly, and courteous. Use any contact with them as a way to invite them back into your store to shop. If this in done consistently, there is no where to go but up.

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