ADVICE
DEALING WITH DIFFICULT CUSTOMERS RETAILTRUST
HOW TO DEAL WITH DIFFICULT CUSTOMERS THE LAST FEW MONTHS HAVE REINFORCED HOW IMPORTANT IT IS THAT RETAILERS HELP ENSURE THEIR STAFF ARE TRAINED IN DEALING WITH DIFFICULT CUSTOMERS. INDUSTRY CHARITY RETAILTRUST OFFERS SOME PRACTICAL ADVICE TO HELP MAINTAIN CONTROL IN CHALLENGING SITUATIONS.
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e’ll no doubt all have times when we’re required to deal with an unhappy or aggressive customer. Although it can be unsettling, here are some things you can do to reduce the impact on your own wellbeing, and that of your colleagues and other customers. Remember that your employer will have their own guidance, including specific policies and procedures on what to do if you’re confronted with an aggressive or otherwise difficult customer. In addition, these tips will help you to maintain control in challenging situations. Q Remember that the customer is a human being with their own problems. It can be hard to remember this when someone is shouting at you, but it can help to consider the reasons for their anger. Perhaps they are experiencing other issues in their life at this particular time. For example, someone in their life may have recently died or their child could be seriously ill. Granted, a difficult life experience doesn’t excuse anyone to treat others badly but keeping other factors in mind may help you to reframe the situation. Q Don’t take it personally. Always speak about the issue at hand and don’t get personal, even if the customer does. If
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a customer does use personal insults or offensive language during the interaction, it’s essential to ask that they refrain from repeating such language to avoid causing further offence. Remember that the customer doesn’t know you and is most likely misdirecting their frustration at you, instead of recognising that they are unhappy about an instore experience or product they’ve purchased. Q Stay calm. Trying to argue with an angry person is like trying to push water uphill. If they are using offensive language or being verbally abusive, by all means, calmly remind them that their approach isn’t appreciated but don’t expect them to back down. In fact, responding in any tone other than one which is calm will only escalate the situation. Let the customer know that you are there to help them and that you want to help them. Q Override the natural tendency to push back. When we feel defensive or vulnerable, we’re more likely to push back without thinking. Take some deep breaths and stay conscious of the control that you’re showing. Q Empathise. It can often help to put yourself in the customer’s shoes. Echo the source of their frustration and show that you understand their position and situation. If you can empathise with a customer’s problem, it will help
