Difficult Customer Conflict Resolution Ideas
The customer is always right, they say, but as a business owner you will come across a difficult customer. There are different types of difficult customers. Some may get verbally abusive. Others may express disappointment in how a service was rendered but in cynical way. So:
- Calm down and let the difficult customer talk
First let him or her vent all their anger on you. It will be hard to not speak a word to them but that’s your test. Then apologise for their disappointments in your business. Humble yourself even if you feel that the customer is the one at fault. This is another way of showing true customer support and care. - Listen to the difficult customer
You play the role of a boss to employees but not your customers. So you cannot ask the customer to shut up when you are talking. Simply listen and acknowledge. - Reconcile with the difficult customer
You have listened and apologized; now provide a final solution. This is particularly important if there are other customers watching the drama. If it means breaking your rules to satisfy them, just do it. If the drama continues you could lose a whole group.
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