>> How to Deal with Difficult Customers?

Hopefully you won't encounter any difficult customers, but if you do, the following guidelines are suggested.

What to Do When Encountering Difficult Customers:

1. Stay calm and courteous at all times.

2. Listen with understanding.

3. Focus on the problem, not the person.

4. Identify and target the problem.

5. Agree on the problem -- make sure the customer and you agree on what
the problem is.

6. Determine actions necessary to resolve the problem.

7. Determine if you are the person to resolve the problem.

If you're not the right person, assist connecting the customer to the
appropriate person. Make sure the customer gets connected.

8. Take necessary action.

9. Kindly apologize for the inconvenience, error, mistake, delay, defect,
or problem.

Let's look at a few sample scenarios to see how a difficult customer might be effectively handled!

Example Scenario #1: Employee is able to resolve the problem.

Customer: Waiter! This isn't what I ordered! I ordered a pastrami on rye!
And I hate sprouts! What kind of @!&#! place is this?

Waiter: Yes, I see, sir. You ordered a pastrami, not a roast beef sandwich.
I'll get your correct order without sprouts right away.

Customer: I'm in a hurry! Speed it up!

Waiter: I'll be right back with your pastrami sandwich. (Waiter hurries off
to the cook and returns with the pastrami sandwich).

I apologize for the error and inconvenience. Is this sandwich okay?

Customer: Yeah. (grumbles)

Waiter: Can I get you anything else?

Customer: Yeah - more coffee.

Waiter: Right away, sir.

In this scenario, notice how the waiter: 1) remains calm and courteous at all times, 2) identifies and verifies the problem, 3) takes quick and immediate action, and
4) apologizes for the error and inconvenience. The waiter focuses on the problem,
not the person.