How to Deal with an unreasonable Customer
Every business needs customers and how we relate to them may either make our business profitable or fail. A customer is therefore very important and dealing with an reasonable customer becomes a challenge that we need to overcome and keep him or her at the end of the transaction.
Your Customer is Important
Every business must have customers for it to be successful and most of the time they are not friendly and easy to get along with. If a customer comes to your establishment and is angry it’s good to listen carefully without interruptions so that the customer knows that at least you care about him or her and not just making a sale.
- The first rule of thumb is not to take it personally an upset individual will need to be given a chance to state their case so listen carefully to what the issue is and ask any relevant questions so that you get to the root of the matter.
- Empathize with the customer that the product or service provided may not be to his satisfactory and look for a way to make it up to him or her. A discount offered or a free service has been known to calm the salvage beast.
- Follow up on a later date to find out if the customer is finally satisfied.
- Never promise anything that you can not deliver as this can only make matters worse.
- For an angry customer who is at fault e.g. having used the product in a way that was not supposed to explain the reasons it didn’t work and ask the customer what he or she should propose you work out the problem.
- No matter how upset a customer is and insults you, don’t be drawn in emotionally to shout at him or her just be calm and control your body language and the tone of your voice.
- If the customer cannot see reason in the matter ask him or her if they would like to be assisted by someone else. This helps in that by the time you call someone else, the customer will have calm down.
Try your very best to offer the best service to your customers and the ones who are difficult may actually help you improve the service that you give because they will make you see their side and you may end up learning something new and then the coins will start rolling in.