Dealing with customers is often fun. You get to know their likes and dislikes. You even get to know about their daily routines and other more personal information especially when they often drop by your shop. However, dealing with them is not always pleasant.
There are customers who are impatient and very hot-headed. When a little thing goes wrong, they easily lose control and fire up rants inside your store where other clients would likely be affected.
Dealing with customers is an art. You have to be creative in your approaches. It is difficult at times but you always have to be Mr. Nice Guy. Here are four ways on how to face any pressing situations.
It’s not too late to apologize
The first thing that you must do is to apologize. Whether you are dealing with customers who are hot-headed or very kind, you have to make an apology. Then, you claim that it is not your fault. Whether or not it is your fault does not really matter. As the owner and representative of your business, dealing with customers involves the willingness to ask for an apology in its behalf. If you do not apologize, a deeper disagreement will ensue. Besides, asking for an apology does not mean you admit to committing the mistake. Instead, apologies are meant to tell your customers that you are sorry that they encountered a problem with your business.
Show sympathy when dealing with customers
When asking sorry, do not just say sorry. Mean what you say as well. Dealing with customers entails letting them know that you agree with their sentiments and frustrations. When you show them that you understand what they feel, angry customers would start to cool down and have a more positive reaction.
As representative of your business, it is not enough that you apologize and sympathize when dealing with customers. It is also important to show them that you will do what it takes to correct whatever has been done wrongly. You should think of solutions to prevent the situation from happening again or provide freebies for your client as a form of sincere apology.
Once you have decided what you will do, tell your customer about it. If you will replace a defective product, schedule the exchange as soon as possible. If you need to waive fees for any consultation, inform your customer. In dealing with customers, you should always involve them the soonest time possible.
Arguing will not resolve anything. On the other hand, being approachable and positive is a way of showing them that their feedback matters to your business. Above all, do not forget to smile when dealing with customers as it sends a positive outlook in any challenging situation.