Difficult Customers can be won over.

Carol By Carol, 22nd Mar 2011 | Follow this author | RSS Feed
Posted in Wikinut>Business>Sales & Marketing

It's very important to look after your customers in order to achieve sales. I was a manager for 11 years, and this worked for me.

Difficult Customers can be won over

We all get them at times, and sometimes it might be on a day when you are not feeling at your best. But we have to hide how we feel, and put on an outward display of concern, and an ability to solve even the smallest complaint, because if they can trust us, they will always come back to our shop.

SMILE AND BE POLITE

No matter how rude they are, never descend to their level, keep a friendly smile on your face, and plenty of eye contact. Wait until they have let off steam before you speak.

AGREE WITH THEM

This may sound strange, but if someone is complaining about faulty goods or poor service, it’s no good trying to offer excuses, because it will inflame them even more. Hold your hands up to the fault, and promise them you will rectify it.

DON'T FORGET ABOUT THEM AFTER THEY HAVE GONE

Promising a customer you will chase their overdue order, and then forgetting to do it only makes the situation worse. You may think that if they come in on a day when you don’t work, someone else will deal with it, but that is not right. If you won’t be in, tell the customer, and a colleague, so that they can be assured that something will be done.

KEEP THE COMMUNICATION GOING

If you promise to ring someone to chase an order, do it, and even if you don’t manage to get a response, ring your customer and assure them that you have it in hand, so they don’t feel they have been forgotten.

SEE IF THEY WANT TO SPEAK TO THE MANAGER

This may sound like a get out, but it makes a customer feel more valued if the manager deals with their complaint. In my days of being a manager, I always insisted on dealing with all complaints, and was lucky to make many acquaintances with the public. However, if the manager is not there, then try to help them as best you can, and promise you will pass on their concerns to the manager later.

It is so easy to cultivate a customer when they are spending money, but it’s even more important to look after them when they feel let down. Even the most bad tempered of customers can become your friend if you look after them properly, and they will return to buy from you, time and time again. Not only that, they will recommend your service to friends and colleagues because you will have won their trust.

Customer care
Tips when buying China

Tags

Cherish, Complaints, Customers, Difficult, Friendly Helpful, Irate, Manager, Shop, Shop Assistant, Smile

Meet the author

author avatar Carol
I am a proud mother and grandmother, and an author. I have had 7 books published. My hobbies are walking, swimming, and playing badminton. I try to raise more awareness of autism with my writing.

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Comments

author avatar Nan Joe
22nd Mar 2011 (#)

Good customer care is very essential to business as we need to keep those customers coming back. thanks for sharing

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author avatar Godwill
22nd Mar 2011 (#)

Great work. I've gotten some good knowledge from your article

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author avatar Jerry Walch
22nd Mar 2011 (#)

Ditto Nan Joe's comments.

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author avatar christopheranton
23rd Mar 2011 (#)

Some useful advice there Carol, although you must admit some people
are just impossible to please.

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author avatar Retired
23rd Mar 2011 (#)

Excellent advice in the service industry...I always try to remember that "the customer always signs your paycheck." In fact I believe it was written as a book, though I can't remember the author.

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author avatar Songbird B
23rd Mar 2011 (#)

Good Customer service is valued so much nowadays.... maybe because it is also so rare at times...Making someone feel heard and valued can turn a tigress into a kitten....Great article, Carol, and could not agree with you more...great share as always my friend...

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author avatar Mark Gordon Brown
23rd Mar 2011 (#)

I work in retail, I can tell you that I try my best to give every customer a good experience, however some people just come in looking for a fight, they assume because I am a guy working at a gift store I must be the owner - but am not. I one time had to point out to a lady how rude she was being to me. She realized I was right and apologized.

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author avatar Austee
23rd Mar 2011 (#)

Customers should always be our top priority because without them, we would not earn..

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author avatar Blossom S
23rd Mar 2011 (#)

can't agree more. xx

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author avatar Carol
23rd Mar 2011 (#)

Thanks for all your comments. Mark you did the right thing by politley standing up for yourself IMO, as if they try to bully you, that should not be tolerated either. I think it's different for women if men are complaining, we can usually get on the right side of them.

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author avatar Carol
23rd Mar 2011 (#)

I hope that does not sound sexist, not meant to. LOL!

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author avatar richardpeeej
24th Mar 2011 (#)

Very true Carol if you respect others views then they repect yours too. Very thoughtful words in this article.

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author avatar foxpete88
24th Mar 2011 (#)

useful advice, thanks

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author avatar Greenfaol
11th Apr 2011 (#)

This is so true. it really doesn't take a huge amount of work to make most customers happy. You do get the odd one who just wants to gripe about anything. When i worked in the Tourist Office, we had people complaining to us about the weather, as though we were personally responsible and could change this! most people simply want to be acknowledged and listened to, not ignored. Really well said, worthy of a star xxx

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