Customer service can be difficult. Whether you
work in food, retail, or hospitality, there are
always going to be difficult situations with
irritable, angry or upset customers. This article
should help you deal with those situations in a
professional, upbeat manner, so that the customer
leaves satisfied, and you are not a nervous wreck
at the end of it.
!! Steps !!
* _ Well, we pride ourselves on making everything right againBear
in mind the importance of alleviating the concerns of an upset
customer. An unhappy customer will spread the word about a bad
experience with your store or business, including recommending
that people not use your services, as well as looking for another
supplier themselves. This means less money and less business for
your company, with a strong possibility that at least a quarter of
the disgruntled customers never deal with your business again.[1]
Equally, a customer who has experienced a bad experience being
turned into a positive one will tell others about your company's
sincerity and can-fix attitude.
I wasn't aware the food was cold...Identify the problem. This
may sound simple, but frequently problems with customers begin
with simple misunderstandings on either or both sides. Make sure
you fully understand what the customer's complaint is, and
really listen to the complaint entirely. Don't interrupt, think
defensively, or break in impatiently – the answer may be a lot
simpler than it seems at first.
* Try to view the "problem" as a chance to excel. Customers with
the highest levels of satisfaction tend to be those who have had a
problem resolved openly and honestly, and who have felt
acknowledged by the company, as well as being informed about what
the company plans to do to ensure this type of problem won't
happen again.[2]
* Sometimes the "problem" may be as simple as the customer being
miffed that you couldn't be bothered taking him to the place where
the product is located, or you were content with stating that a
product was "out of stock" but didn't offer to order in new stock.
If this is the case, it's easily fixed - just order the item for
him!
The boss? OK, I'll go fetch himIdentify your options in dealing
with this problem. Make sure you are attentive to what the
customer wants, and what you are realistically capable of doing
to amend the situation. An apology is within everyone's
capacity, no matter what your level in the company. If you hit a
wall, or realize that to go any further would exceed your
authority, apologize and refer the problem to your supervisor.
Be sure to tell the customer what you're doing, and give him or
her the name of your supervisor.
* If you need to keep the customer waiting while you fetch your
supervisor, provide them with somewhere comfortable to wait. If
you're authorized to offer refreshments such as water, then offer
it. Being treated solicitously will calm down many aggrieved
customers.
Yep, I'm listeningKeep a cool head and manner. Don't allow your
customer's irritation and frustration to upset you. Put aside
pride and the desire to put your ego before the customer's
experience; while the temptation can be to make them feel that
that you are right and they're not, resist this interpretation.
The problem with thinking this way is that ultimately, you can't
win because the customer will simply take their business
elsewhere.
Don't take the customer's strident tone, yelling, or whatever,
personally. Instead, see this as an opportunity to be responsive, and
to serve as the problem-solver. For example: "Let me have a look and
see if I can figure out what happened. Bear with me, if you would,
please... ah, okay, I see the problem. I can take care of this for
you - I'm sorry for this. I know it's inconvenient and you had to
come all the way back here, so I do apologize for that."
* Note: In this example, you are sorry s/he had to come all the way
back here and was put out. You did not apologize for the problem.
Some people really have an issue with accepting responsibility for
a problem they didn't cause. If you're one of them, this type of
apology can be achieved with no insincerity - you certainly should
be sorry that one of your customers had a problem caused by any of
your staff. If you aren't, then you're probably going to be headed
for a career change soon.
* If it is_ your fault, simply apologize calmly and sincerely - it
does wonders to calm an angry person. If you simply own up to the
problem and say something like, "Oh, no - this is my fault. I see
where I goofed. I'm so sorry." Look the customer right in the
eyes, and make sure your expression and tone of voice are sincere.
It may also aid in defusing the situation if you "get the customer
on your side," perhaps saying something like, "Oh boy, I hate it
when we make mistakes like this. I'd be mad if I were you, too."
You admit the problem is on your end (even if it wasn't actually
you, but another staffer who caused the problem), and you validate
the customer's frustration. This usually results in the customer
now feeling some sympathy for you having to rectify the mistake.
* It's very unlikely that a customer will punch you for sincerity.
However, residual upset is to be understood, and if you will allow
your customer to do some grumping as you go about fixing the
issue, it will help. The customer just needs to vent the
frustration and upset. By the time all is done and you have
brought the problem to a good resolution, the customer will very
likely be bending over backwards to thank you.
* _ So what you'd like is if we give you back 2 gold coins for
every one you bought?Let the customer participate in solving the
problem - within reasonable limits. If the customer is
particularly difficult or upset because of an error or problem,
ask directly, "What can I do to fix this that would honestly
satisfy you?" These words can do wonders, as you have now made it
clear to your customer that your goal is to satisfy him or her.
Very often, they'll stammer something as simple as "I just want a
new one", or "I just want this one fixed."
I accept that you have a legitimate complaint. It's just
that...If the customer has a legitimate complaint, do everything
within your power to amend the situation. If the customer's
expectations are unrealistic or unfair, tell him or her so in a
polite manner. The two examples following show how you might
approach this:
Example 1: A customer returns a damaged book, along with a receipt.
Your store's policy is "no cash refunds", and you have another,
undamaged copy of the book in stock. The customer loudly demands a
cash refund, stating that they didn't like the book anyhow. Now you
know that the customer has read the book, and there is very little
chance the book was damaged when it left your store the first time -
this customer is probably one of those labeled freeloaders or
deadbeats. (Such people are always on the lookout for a free ride, and
this one chose you.) You realize that this customer purchased a
perfect book, took it home, read and enjoyed it, then dropped or
purposely tore it, returned it to you, and now plans to go out and
treat himself to a nice dinner - on your store. You have to decide,
based on your store's policies, how to handle this. 1. Do you want to
stand firm on your policy of no refunds, despite others watching and
maybe feeling you are wrong to deny him a cash refund, even though
your no refund policy is clearly posted? 2. Do you want to allow this
customer to get away with it for the sake of appearing to be a
no-hassle, great service shop in front of the other customers there?
* Getaway: Let it go. You can inform him that your store's policy
is no cash refunds, but in this case, you will make an exception.
"However, sir," you warn, "in the future, all returns will be
handled as exchange only. Is that understood?" Make sure he agrees
to that before you hand him his money back. He won't be back. No
big loss.
* Stand firm. You: "I'm so sorry, sir, but I can't give you cash."
Point at your sign (No Cash Refunds_). If he complains, simply,
calmly repeat over and over that you cannot. Alternate with an
explanation, such as, "Sir, I wish we could, believe me, but there
are copyright issues with books. Not that you would do this, but
many people buy books in perfect condition, take them home, read
them, realize they will never read them again, and so they drop
kick them across their kitchen and then try to return them. Or
they photocopy bits of them to keep. Either way, the copyright
needs to be paid for. Once a book leaves our store, we consider it
to be in perfect condition, and that is why no book may be
returned for cash. You may exchange it, however. I have a
replacement for you." If you do this, insist upon replacing it
with the identical item - do not allow this customer to trade for
something of equal value, or else you will be allowing this to
happen over and over again, thereby giving this customer a whole
lot of reading experiences for one low, low price. This customer
does not need a book store - he needs a library.
Example two: Mr. Dawson is irritated because he comes to your store
each week to purchase comic books. He has given a list of items he
does not want to miss out on to you, and you've agreed to pull and
hold them aside for him when they come in. Unfortunately, one of your
staff goofed and missed one. That, of course, is the one comic that
sold out this week. It's selling for $10 in most places and Mr.
Dawson is not a happy camper - he expected to get it for the cover
price of $2.99. You are not responsible for the problem, but you're
the one he comes to.
* You: "Oh, I'm so sorry, Mr. Dawson. I know this is sold out, but
we can probably still get you a copy."
* Mr. Dawson: "Not for less than $10! I come here every week! I'm a
good customer! You should be more careful!"
* You: "Yes, we should. I do apologize. Would you like me to see if
I can get you a copy anyhow?"
* Mr. Dawson: "Not for that much! I'll get it someplace else! In
fact, maybe I'll just get _all_ my comics someplace else."
* You: "Oh, I hope not - you've been such a good customer, and we'd
miss you. What can I do to make this right?"
* Mr. Dawson: "Hmph. Well... I want that book, but not for $10."
* You: "Okay. I can get it for you - it may take me a little time,
but we'll just charge you cover price, no matter how much it costs
us. Would that fix it for you? Could you be a little patient and
give us time to find a copy for you?"
* Mr. Dawson: "I suppose... But what about the nitwit who promised
to hold it for me? I want him punished. It was that skinny kid who
works here."
* You: "I'll be sure to bring it up and let him know about the
mistake."
* Mr. Dawson: "Yeah, but that was _serious!_ He needs to be taught
a lesson! Maybe you should just let that guy go - otherwise, maybe
I will go elsewhere after this."
* You: "I know how upset you are, Mr. Dawson, and I'm doing
everything I can to make you happy on this, but I'm not going to
let him go. He's been a good employee, and he's only human. I'd
hate to think how many jobs I'd have had by now if I'd been let go
every time I forgot something for a customer. He made a mistake -
I know this was a serious mistake, and it's going to cost _me,_
that's for sure - but in the end,you will get your book, as
promised - just a little late. I believe in my employee - we all
make mistakes, and this was his turn. You can be certain I'm going
to talk to him about it, but I'm not going to fire him - he's an
honest guy who really cares about his customers. He's going to be
disappointed to find out he made a mistake, and he'll punish
himself over it more than I ever could. I appreciate your patience
in letting us find you a new copy of that book, and we'll do our
best not to miss another one."
* In this last example, you made it clear how far you are willing to
go. You point out that nobody's perfect, so you won't be firing
anyone - that's going too far. But offering to go out and spend up
to $10 to buy a book and then selling it to that customer for the
promised price of $2.99 is a fair, reasonable thing to do, and all
the pain is on the side that made the mistake. More than that is
onerous, and you should not allow your customers to threaten or
bully you into doing more than what is fair.
Listen mate! I want an effing refund!Don't allow situations to
escalate. If your difficult situation escalates no matter how
careful you've been, step in swiftly and decisively to put an
end to the spiraling situation. Here is one example:
* Customer: "I've been waiting for this new Space Whizzers game for
a month! It's going to be so >bleep< ing cool!"
* You: "Whoa - Language there!"
* Customer: "What? It's a free country. Freedom of speech."
* You: (look straight at him and shake your head) "We do not allow
that kind of language in our store." At this point, the customer
will most likely stop the objectionable behavior. If she or he
doesn't, go one step further:
* Customer: "Hey, you're stepping on my civil rights. First
Amendment." (Or, "I'll say whatever I @#%@# please" if you're not
in the USA.)
* You: Step away from the cash register or whatever you're doing,
with a smile, say "Excuse me," and go right over to the problem
customer. Quietly, and as privately as possible, say: "Sir. We do
not allow that type of language in our store. I'm asking you to
stop. Please don't force me to ask you to leave."
You wanna make something of it?Know how far to go. If the
customer is engaged in objectionable behavior and has not
stopped by this point, call store or mall security, or call 911
or emergency services in your country and ask the police to
resolve it. Once aggression and aggravating behavior takes over
on the customer's behalf, you have gone as far as you should,
both for your sake, and for the sake of your other customers.
Once you lift the receiver and the customer is aware that you're
calling security or the police, she or he will probably leave on
his or her own account.
* If a customer is drunk or under the influence of drugs, don't
waste time trying to reason; call security immediately for the
sake of everyone's safety and well-being.
!! Video !!
!! Tips !!
* Call your customer by name if possible. Everyone likes to hear his
or her name, and just referring to the customer as Mr. or Ms.
Customer can make a person feel like she or he is being heard.
* Be sure to tell your boss the whole truth and nothing but the
truth - don't try to hide or minimize anything you did. Just tell
your boss right away if you have any problem with any customer,
even if it was your fault. Chances are, your boss will be pleased
you were able to handle it.
* Remember that old saying, "The customer is always right?" Well,
anyone who works with customers knows that isn't the case -
however, the reality is, it's very hard to win an argument with a
customer and many businesses now prefer to adopt the saying "Step
1. The customer is always right. Step 2. If the customer is not
right, then return to step 1". It's far better to come to a good
solution that you can both be satisfied with than it is to get one
over on the customer, or just cave in to a customer if she or he
is being unreasonable.
!! Warnings !!
* Don't be a doormat. There is a big difference between helping a
customer and allowing a customer to walk all over you. Set your
boundaries early, and be polite but firm.
* Don't be condescending. Nothing can escalate a situation faster
than an employee who seems rude or mocking. Speak in a polite, yet
genuine tone.
* Get help if you are out of your depth. Get your manager, or call
your boss, if you're all alone. Don't keep on floundering - you'll
only aggravate an already tense situation.
!! Related WikiHows !!
* How to Use Online Product Surveys to Improve Customer Retention
* How to Handle Complaints and Keep Customers
* How to Handle Customers
* How to Make Customers Service Your Priority
* How to Improve Service Quality at Your Business
* How to Start a Conversation With a New Business Associate
* How to Talk to a Client
!! Sources And Citations !!
!! Article Tools !!
* Read on wikiHow
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