Good Customer Service When The Customer Is Wrong
Providing good customer service is an extremely important aspect of a thriving business. Making sure the customer finds products quickly and easily, making sure that the checkout is simple and effective, handling returns and replacements without undue stress for the customer, and being courteous are just a few of the necessities for keeping customers happy and likely to return to buy more.
We’ve heard many times before that, “The customer is always right.” Sometimes, however, customers can be difficult. When this occurs, it is important to consider how the handling of the difficult customer affects his or her decision to purchase again in the future. It also affects the reactions of the customers standing in line behind him or her.
On one occasion, I was standing in line behind a difficult customer who had pushed in line in front of me, after having left his cart in the line unattended for quite some time. The clerk had already begun checking out my purchases, since he was gone for so long. Upon his return, he became verbally abusive to both me and the clerk, using extreme profanity. The clerk, a very young girl, didn’t know how to handle the situation, so she voided my order and took his first. I was very upset because of the way this situation was handled and so were all of the people behind me.
How do you handle a difficult customer like this one? Here are some pointers that you may want to consider:
1. Let them know that you are there to help. It may be difficult to get a word in, but try to calm them by letting them know that you want to help solve the problem.
2. Ask for details. Make sure that you have enough information to provide a solution.
3. Paraphrase their response. Clarify to make sure that you understand their complaint.
4. Tell them how much you value them. Assure them that you value their business and want to correct the problem quickly.
5. Explain how you are going to solve the issue. To assure them that you are going to make things right, let them know what you will do. Follow-up with, “Will this work for you?” and a thank you.
Handling difficult customers is not always easy, but it helps if you stay calm and have a plan. A customer who feels satisfied with the treatment received will most often return. Also, never forget that other customers will be observing how the service problem was handled. After all, you want them to return, also.