Handle Difficult Customers To Create A Sales Opportunity

Did you know that I have been doing customer support for years? It is not always easy to to provide good service when facing a bad response or attitude. So keep your cool with these tips. Successful retailers don’t just sell products. Today, providing good service is what sets your store apart from others. Retailers with poor service miss out on sales and don’t offer the right customer experience.

We are happy to give you tips on how to best deal with angry customers. The customers who make it difficult for you to provide good service. But of course there are also customers who are difficult in a different way. In addition to angry customers, you also have to deal with people who are impatient, intimidating, very talkative, demanding or indecisive.

First of all, realize that you are not in control of other people’s behavior. You are only in control of your own actions. You can, to a certain extent, influence how people respond to you.

If a difficult customer tries to intimidate you, stay calm and ask, “What can we do to help you?” In this way you help the customer to think in terms of solutions. So always ask before you come up with solutions how the customer would like to see the problem solved. Offer solutions when possible. Such as: Would you rather speak to the manager or wait for me to help this customer so that I have more time for you?”

Never argue with difficult customers when they are complaining or angry and frustrated. If you allow a customer to pull you out of your tent and lose control, you lose control of the whole situation. Remember, you lose customers if you show signs of boredom, irritation, contempt or discomfort.

Talk to the customer and don’t look for the fastest way to end the conversation. The customer wants a listening ear, recognition and understanding. Use the correct body language to show that you are listening. Keep eye contact. Stand or sit upright, adopt an active posture. Don’t cross your arms, it indicates that you are open to what the customer has to say. Let the customer talk and pay close attention. Repeat or paraphrase some of the things you hear. “So if I understand you correctly, the product was…”.

Show understanding for the customer’s feelings. Match your facial expressions with this: show sincerity, interest and concern. Your voice, as well as your body language and expressions show your attitude. People react more to how something is said than to exactly what is said.

When explaining your company’s policies or trying to explain what went wrong, use either the indirect approach (“There are some questions before I can make a claim”) or “I” statements (“I need additional information) as far as possible.

Even if solving the customer’s problem is not one of your tasks, never say this to a difficult customer. Gather as many facts as possible and tell the customer how you can help.

Get help from someone who knows more, is calmer, or has more powers. As a store owner, it is a case-by-case decision when it is right to take over the conversation from your salesperson. When things really get out of hand, intervention is always necessary. If you think your help is needed, do so in such a way that the seller does not feel incompetent. Just clearly explain to the customer that your colleague simply followed the correct procedures.

Retailers know that customers can be a pain no matter what you try. So don’t take it too personally. Remember, your job is to help customers. So make sure your attitude is always, “I’m here to help you as best I can.”