2.03 Resolve conflicts with/for customers to encourage repeat business

2.03A Handle Difficult Customers

Types of difficult customers

2.03-A

DisagreeableDomineering/superiorSuspiciousSlow/MethodicalDishonest

Define the types of difficult customers•Disagreeable: customers who are unpleasant and hard to

help•Domineering/superior: overly confident customers who feel they know more and are better than the average person.•Suspicious: customers who doubt or questions everything and may want facts and proof before being convinced something is true.•Slow/Methodical: customers who require a lot of time to make a purchase because of indecisiveness

•Dishonest: customers who intentionally attempt to avoid paying part or all of the price for a product.

Categories of Disagreeable Customers

Argumentative: customers who seem to look for problems

Impatient: customers who show verbally and nonverbally that they do not want to wait

Leave-me-alone: customers do not want any assistance or advice

Irritable/MoodyInsulting: customers that get frustrated and

take it out on the salespersonComplaining: customers think everything is

wrong

Domineering/Superior CustomerBarks orders the entire time

Thinks they already know everything about the products

Demands control of the sales process

Ways Customers are Dishonest

Always trying to take advantage of employees

Do not pay for productsPurchase goods – use them – and return them

Switch or alter pricesDamage goods and then ask for discounts

Situations where customers become difficult

Customers want something against company policies.

Problems with merchandise Broken or damaged Lack of need-gift Wrong size Changed mind

Problems with company Account errors-date entry errors Rude treatment by an employee

Illegal activity

Reasons for handling difficult customers

Customers that have had an issue resolved efficiently and professionally are more loyal.

It is important to get a customer and never loose that customer via superior customer service; thus, building a strong clientele.

Customers are the bread and butter, even the difficult ones.

Word of mouth about handling situations well will spread.

It impacts the company’s image. It can aid in the development of a competitive advantage.

All of the above contributes to profits.

Handling Customer Complaints Complaints are a not necessarily a bad thing!

Complaints give the business an opportunity to learn something that might improve service and stop the problem from reoccurring

Only 4-8% of customers share their concern ~non-complainers are a problem because the business never has a chance to address the issue

General guidelines for handling difficult customers

Argumentative: Ask simple, polite questions

Impatient: Agree first on common points

Leave-me-alone: Be patientIrritable/Moody: Be positiveInsulting: Be neutralComplaining: Respect their thoughts

Guidelines for Handling Other Types of Difficult Customers

Domineering/Superior: Let them have their say.Suspicious: Explain and demonstrate good

service.Slow/Methodical: Be sure not to overwhelm

them.Dishonest: Don’t jump to quick conclusions.

Procedures for Handling Difficult Customers Listen – completely and openly

Take the customer aside – to ease tension

Restate – to show you understand

Get help – if needed, from a supervisor

Establish a plan – Agree on a plan of action and follow through