Difficult Customers

1112 WordsJan 20, 20125 Pages
Difficult Customers The customer leaned across the counter. “You mean I spend thousands of dollars in here, and I can 't return a defective tool?” he said. “Well, the tool isn 't really defective,” replied the counter salesperson. “So you 're calling me a liar?” The customer now had everyone 's attention. His loud voice and aggressive manner caused some of the other customers to look at one another and roll their eyes as if to convey the silent message, Oh, one of those difficult people. It was my first week at the counter, and I was leaning toward the customer 's point of view. My colleague continued the fight. “No, I 'm not calling you a liar. This is simply normal wear of the tool. It 's against the manufacturer 's policy to…show more content…
4. Tell the Customer what you can do. Never say, “That 's against company policy.” If someone in authority within your company tells you to say that, then you need to reconsider your career with that company. Most customers don 't like rules. Suggest alternatives. The counter salesperson could have been the hero if he 'd said, “The manufacturer 's policy states that they won 't replace this tool. However, that 's not our policy. Let me see what we can work out.” Talk is cheap Most business owners promise great customer service, but how many actually live up to the talk? Your customers don 't care what you have to say. They 're watching to see what you do. The limiting factor for most of us is that we don 't practice what we preach. Then, when a customer calls us on it, we group him into the “hard-to-please” bunch. The truth is, no matter how good your customer service, there will always be someone who is unhappy about something. The more unhappy customers you turn into happy customers, the more word will spread that you deliver the great service you promise while others only talk about it. The best advice ever given to me for dealing with a difficult customer was this: “Keep your temper — and, above all, let your customer save face.” [pic] Mike Dandridge is the founder of High Voltage Performance, a consulting firm that specializes in designing customer experiences for the industrial
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