Angry, frustrated, indecisive, impatient, demanding, intimidating, talkative – Difficult customers come in a wide variety. Irrespective of the type, a difficult customer can cost a retailer potential customers, sales and reputation.
Every retailer is going to deal with the difficult customer at some point of time who may provoke you and make it difficult to offer quality service. It may seem tempting to lose your cool, lash out at the customer but that’s exactly how not to deal with a disgruntled customer.
There are a number of things you can do difficult to prevent difficult customers and consequences that come along. We have mentioned a few ways and guidelines how you can prevent such situations to occur in your retail store.
- Never lash out
No matter how rude, aggressive or complaining the irate customer, you don’t want to lose your calm. Losing you control can not only cost you a customer but it will also take a toll on your business reputation.
- Let them vent
When angry and dissatisfied, customers want to be listened and acknowledged. Be calm, make eye contact and let the irate customer speak out ad express their concern.
- Show care
While the disgruntled customer is venting, show your concern through polite and sincere facial expressions as well as a professional body language and attitude.
- Don’t Blame
Even if the customer is at fault, never blame them. Blaming the customer or the company itself or defending own self can make the situation worse. Train your retail staff to handle irate customers professionally. Instead of blaming anyone, explain company policies and try to offer a suitable solution to the customer.
Optimise Your Retail Environment
- Work on displays
How you present your merchandise to the customer has a crucial role to play in shaping first impressions and affecting customers’ buying decision. Keep your displays appealing and accessible for customers to notice and be tempted to buy.
- Choose the right shelving systems
Poor in-store navigation often becomes a good source of irate customers. Picking the right shop shelving is essential to arrange merchandise properly and create organised displays to entice customers to spend more. Moreover, retail shelving systems come in a wide range of sizes, material and styles. Invest in shop supplies that not only look attractive but compliments your merchandise and fit in your retail setting.
So, what did you learn?
Retailers must understand that some customers would be difficult no matter what. The sooner you realise, the better.
When it comes to difficult customer, it is crucial to keep your calm to nip disagreement and anger of the difficult customer in the bud. Remember that customers are what your retail business is all about and to help them in any situation is your primary job.
So, take a professional yet customer-centric approach to understand what customers want and need in the first place. Once you know your customers’ needs you will be able to serve them in a way that drives satisfaction and customer loyalty, which ultimately contribute to improved customer experience and sales.