Caring for Your Customers © Terri SeymourYou probably think I am going to say something like, "The customer is always right." Right?? Wrong.
I have many philosophies when dealing with customers, but I definitely do not believe that customer is always right. However, when customer is wrong, you must handle situation delicately.
There are many types of customers and each one needs to be treated with respect and consideration no matter how difficult they may be. I have found that most (not all) people can be soothed out of their "nastiness".
I used to work at our local casino and I would get all kinds of customers to deal with. Most of them were very pleasant as in IM business, but there were a few that were very difficult. There was this one night when I came in contact with this particularly difficult lady who, of course, was having bad luck. She was just a bit**in" and blaming casino!!
I calmly yet firmly talked to her in a reassuring and respectful manner each and every time I came around. I noticed that each time I did talk to her she became more and more relaxed and controlled. Until finally, later in evening, I went into Ladies Room and who should be there, but difficult lady! Well, as I came in, she burst out, " There she is. There's that girl who was so nice to me all night long and made me feel so much better"! She could not have been more grateful. ;-)
Now this will not happen everytime you run into a difficult customer, but it could happen often. Treat people with respect, kindness and consideration and more often then not, you will be able to calm down a dissatisfied, belligerent customer. Listen to customer and let them know you will do everything possible to get problem resolved. Show them that you care!