From the article: Dealing With the Disgruntled
No matter how wonderful your products are or how committed you are to provide the best customer service, problems do occur. When dealing with a dissatisfied customer, how do you stay cool and diffuse the situation? Share how you deal with the disgruntled shopper.
Things NOT to do/say
- I was/have been a sales person in various retail stores and let me share some wisdom. The worst possible thing for a sales person to say(if you have worked there for awhile and know what you are doing) never EVER say "let me go talk to my manager. this may seem like the right thing to say if you are dealing with a fuming seeing red customer, this will only cause them to yell at you when you deliver bad news and demand to speak to your manager anyways(managers dont like to be bugged and yelled at). second thing is never get frustrated with the customer, i know it seems like the obvious thing not to do, but i have seen it before. it only makes things worse. lastly, never send your customer out to price shop. unless you offer a really amazing price match policy, they probly wont ever come back.
- —Guest CCguy
Dealing with difficult customers
- If a customer (student, in my case) becomes upset and is yelling, I usually defuse the situation by saying, "Sir, I would really like to help you. But in order to do that, we will need to show respect to each other." This general gets their attention and calms them down to some degree.
- —Guest ddean8
ripoff by customer
- After three years in business, I have seen my share of disgruntle customers. I actually run a service business, not a retail one, but the stories are all the same. There are customers who's compliant are legitimate, and I was able to turn them around and they become the best customer ever. Unfortunately there are customers who expect free work. They complain and not willing to pay, and we know it. They constantly complain about we are too expensive, after the work has done they complain and refuse to pay, they change the requirements all the time and expected us to do free work! The worse is that these people are unreasonable and demeaning to our work. And for businesses, it seems like there is no where we can complain and warn other business of the ripoff customers, but it is the other way around. It costs the business money.
- —Guest Ceci
Optician/lens specialist, G.M (CANADA)
- 90% of the time its not about the product its about the customer having a bad day or week and bringing their previous bad experiences with them when they are complaining. What they are really looking for is some attention and shoulder to cry on...seriously..that's what its all about. They charge into the store like a bull, literally fuming fire out of their nostrils and a simple smile, good listening ear and some genuine sympathy and reassurance that every thing is going to be ok calms 99% of people. ALWAYS put yourself in their position and you have won the battle. SADLY you have to pamper them like children, remember how your child used to throw tantrums...tackle them the same way...not by force but simple humanistic understanding and respect. It's also about power and self-esteem. They want to hear from you that YES we the retailer have screwed up and after the sincere apology even Dracula will back off. Once you have calmed them and offered a small discount you look angelic to them.
- —Guest Karim
Merchandise Manager
- It is helpful to repeat back to the client what you heard them say. Say "I want to make sure I have this right so we can take care of the problem correctly - you said..." Then the client knows you were listening and that the issue is important. Use "Feel, Felt, Found" in responding. "I know how you feel, I've felt that way myself when things aren't perfect. We've found that we have succesfully resolved problems in the past and want to make sure your experience with us is the best." Remain calm and sympathetic.
- —Guest Barbara Manhardt
The people that frustrate me.
- Great topic. What about consumers that get disgruntled by looking at prices of merchandise? The worst are those that get mad at my wife and me because the merchandise we offer isn't in their budget. How is it our fault? Many customers make comments like "Your expensive", "Oh, I'm not paying that", "Can you do any better", "YES, you can do better", "What's your best price", "Here's my phone number, ask your boss what his best deal is. (I AM THE OWNER!)" Or demand exactly what they want at a "clearance price". Or how about consumers that walk around the entire store asking "Is this on sale? Is this on sale? Is this on sale?" Our sale items are posted! One day I'd love to ask, even if it were on sale, would it even make a difference? My thoughts are to expect unhappy consumers for years to come. Maybe it's the economy? We all have tightened up our budgets. Maybe it's a terrible degradation of ethics, respect and etiquette and insurgence of self centered & rude mannerisms.
- —gmsetzer