Say “I understand completely, and I’m so sorry you’ve been upset. Let’s find a way to work this out. " Saying “let’s” casts you and the customer as a team working together to find a solution. If the customer reiterates the complaint, turn up the empathy another notch. Respond with something like, “That sounds incredibly frustrating” or “I’d feel exactly the same way in your shoes. " Keep in mind that empathizing doesn’t necessarily mean giving the customer whatever he or she wants. Instead of it being the customer versus you and the company, it’s you and the customer versus the company.
Your dealings with customers should never hurt your company, but be an example of the quality service that your company provides.
Never be patronizing. Avoid apologizing in a way that seems like you’re belittling the customer. A good rule is to apologize for your own actions and the actions of your company, never for the way your customer feels or is acting. For instance, instead of saying, “I’m sorry you feel that way, but I can’t offer you a refund. " Try saying, “I’m sorry we can’t satisfy you with a refund. Is there anything else we can do for you?”
If you need to keep the customer waiting while you fetch your supervisor, provide them with somewhere comfortable to wait. If you’re authorized to offer refreshments such as water, then offer it. Being treated kindly may calm down a customer.
You can always tell the customer, “That may be possible, let me check with someone. "
If you were unable to satisfy your customer, still try to generate a positive memory a he or she leaves by being kind and professional. The customer may leave thinking, “Well, they couldn’t help me, but at least that salesperson was really nice. "
If a customer is drunk or under the influence of drugs, don’t waste time trying to reason; call security immediately for the sake of everyone’s safety and well-being.
Think of the old retail stand-by, “The customer is always right. " This doesn’t mean that, objectively speaking, the customer’s complaint is just and correct. Handling the interaction with a positive spin that satisfies the customer isn’t meant to humiliate you as an employee, it’s meant to maintain that customer’s patronage.
Difficult customers are a natural part of working in customer service. Think of these situations as a regular part of your job. [11] X Research source
Tell the customer, “I know that you are upset, and I would like to help you. Can you explain to me what happened?” Never say something like, “There’s no reason for you to be upset. “[13] X Research source Remain calm and objective throughout the interaction. Do not make any promises that you cannot keep. Tell the customer, “I will do my best to get this resolved as quickly as possible,” instead of promising that something can be done in a specific time period. A good rule of thumb is to under promise and over deliver. [14] X Research source Avoid interrupting the customer when they are explaining things to you, this may make the customer more agitated. Never say, “Yes, but. . . " when the customer is talking to you. Always follow-up with the customer to make sure he or she is satisfied with the outcome.
Ask the customer, “Can you explain what happened?” In the restaurant example, after the customer has explained the issue, try saying “I understand what you’re saying. Anyone in your position would feel the same way. We have found that _______ is a way that we can resolve this problem. What do you think about this?”
Try to gather has much information as you can so that you can help the customer make a decision. Many stores have return and/or exchange policies. If the customer was deciding between two different items, you might say, “If you find that X does not work for you, you have 30 days to return the item. " This can encourage the customer to make a purchase.
Be prepared for the customer to raise his or her voice or resort to name calling. Always make eye contact with the customer, apologize when necessary, and remind the customer that his or her needs are important you. Try saying, " Mr. X, we value you as a customer and want to work with you to figure this out. Do you have any suggestions?” If the customer makes a doable suggestion, say “That’s a great suggestion Mr. X, and I think we are able to do that this time. " If the suggestion is something that you are not able to do, be honest with the customer. Try saying, “Thank you for that suggestion Mr. X, but I can’t do that because of our company policies. Can we try ____ instead?” Having a good knowledge of your organization and policies can help you negotiate with this type of customer and offer viable solutions to his or her problems. [18] X Research source
If a customer interrupts you while you are already helping another customer, smile and say, “I’ll be with you as soon as I am finished with this customer. " Always keep your cool and remember that you are a professional and represent your company.
Show genuine interest in what the customer is saying. You do not want to come off as rude. If the customer asks you a personal question, answer the question and then say, “Is there anything else I can help you with today?” Do not continue to ask the customer questions that encourage them to continue the conversation. Stick to “yes” or “no” questions.
