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. Share How You Stay Cool
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
