This Episode: The Right Way To Handle Complaints & Difficult Customers
You’ve heard the old saying, “The customer is always right.” But, if you have been in retail for any amount of time, then you also know that really the customer is not always right, but the customer is always the customer. Today, we’re going to explore a counterintuitive way to deal with customer complaints and difficult customers.
If you have a comment, question, or if you’re doing something cool that I should know about, please, put it down in the comments section below. Looking forward to hearing from you!
great presentation Bob…
We use a form for the really upset customer. It is simple and asks the who,what,where questions. Then the most important part is to put in writing what they think would be a fair solution.
On several occasions they have said it is not a big deal they were just offended.
It also gives me something to discuss with staff that were involved.
Thanks for sharing Joe!
Bob
I would love to see a copy of this form
excellent, thank you
You’re welcome Lazar!
Bob
You have definitely reframed customers complaints for me. So how do you respond to the unreasonable request. Scenario: couldn’t get an ornament a customer had paid for (vendor canceled order). Customer comes in for ornament-we don’t have it. We go through your process of thanking them and asking what can I do for you. Her response: she’s still rude, nasty and says, “i want you to find my ornament” and continues to carry on. This is the typical customer these days. They don’t want to let go of their anger. How do we respond in a manner that respects the customer and we don’t lose our cool.