There are many situations that can arise in your store and will definitely happen at least once. What are those situations? One that comes to mind is dealing with difficult customers. Yes, you will more than likely deal with one on some type of level and it may be for no reason at all or they have a good reason to be difficult. The most important thing is how you handle the situation. There are many scenarios, but if you handle it just right, the customer will be appreciative and still come back to your store. This week’s tip is how to deal with difficult customers.
Listen – Listen to your customer’s problem. What are they dealing with and why are they agitated with the situation? Listen, that’s all you need to do. Don’t interrupt them right then, they want their problem heard and taken seriously. When it’s your turn, restate the problem so that they know you were listening and you got every detail right so you know exactly how to handle the situation. They’ll just appreciate you listening in the first place.
Time – Take your time in handling the situation. Of course, act quick to diffuse it and take notice. However, be thorough when resolving the situation. Make sure you weigh all your options and understand the best way to handle the situation. It shows that you care and your customers will definitely appreciate that.
Dig Down – Whatever the problem with the product or customer service, make sure you get to the root of the problem. Dig down and understand the complete truth of their problem. Understand the situation entirely will help you handle it and fix it. Plus, you won’t make the mistake again.
Take Care Of It –Of course, the final action should be taking care of the problem. If you show your customers that they are always first and you will always go above and beyond for them, no matter what the problem, they will definitely become your repeat customers.
Just remember, you’re going to have to deal with difficult customers every once in a while, so why not be prepared? It’s great to have an actionable plan so you can diffuse the situation as quickly as possible and have a satisfied customer.
Was this helpful? Read the previous tip of the week!
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