The following are points from a workshop held on problem solving at Encounter Bay Bowling Club on May 30, 2018.
The Difficult Customer
- Remember to behave as if the customer is always right (even if they’re not)
- Always acknowledge their problem
- Utilise the people in your organisation who have the best skills to deal with customers
- Ensure staff are trained in customer service
- Keep a quiet voice even though inside you might be yelling
- Address the problem not the emotions that may be trying to invade the situation
- Ask the customer for a solution first
- Offer a solution or, if you can’t offer one immediately, offer to investigate and get back to them promptly
- Follow through to ensure the customer has a good outcome. Ensure you have a contact number.
- Let them run through everything first, don’t interrupt them.
- If there’s a mistake that has been made be prepared to acknowledge it
- Set boundaries – state them and reinforce them for safety reasons
- Consider the safety risks of a difficult customer and prioritise safety of You, Staff & Customers
- Take the customer out of the public eye and into a more private space to discuss the issue.
- Try not to allow personal relationships to interfere with your business decisions
- “You get more with honey than you do with pepper”
- Consider that sometimes people become difficult customers for reasons totally out of your control, eg their personal health
- Ensure your conditions of purchase etc are clearly stated
- Stick to facts, avoid emotion with difficult personalities
- “Sometimes customers just want to be heard”.
- Always show empathy!
- Don’t take it personally
- Think before you speak
- Assertiveness as opposed to anger!
- Listen – give them time to explain
- Remember two wrongs don’t make a right
- Keep calm
- Take time out to calm down
- A seemingly difficult customer who has had their issue address can often be your best advocate