The age old adage that does more damage than good.....
"The Customer Is Always Right"
1.The Trouble Making Customer.
So what do you do? You do what you can up to the point of grovelling on the floor in front of them. You offer a remedy or their money back if in the terms and conditions. Generally these customers won't stop there though. They will threaten, "I am going to tell all my friends and family not to shop here". The best thing to do is not to retaliate and just say, "Thank You, I have done all I can for you. Sorry you feel that way. I now have to get on with helping people who want my help." Then leave it there, don't respond, don't stand there and wait for an answer, just walk away (make sure the person is not coming at your with a shoe in their hand though!)
If in the case you are not sure about the problem then refer it to your supervisor. If you are the supervisor the buck stops with you. Make the decision and stick with it. If the same customer comes back into your store, office, ear on a mobile phone jsut be polite as you can be, help them and then vacate the area. Don't give them a chance to start up, as they will, oh yes, they will......
2. The Rude Customer.
Simple? Not so simple as for this approach you have to be a strong character to back up what you say. You must follow through on what you say and show it on your face that you mean business. You will respect yourself, staff will respect you and other customers will also respect you for taking action. Never ever let anyone walk all over you. You are a valued person in every sense of the word and you must step into that value. Sometimes when the dollar gets involved people will will eat a crap sandwich just to get that dollar in the bank but where does that leave your self respect and others who work with you?
Bosses if you are reading this how do you deal with rude people in your life? How does this reflect in your workplace? Are you that rude person in the workplace yourself?
3. The Blatant Lying Customer
How do you deal with this? You call them on it. After asking a few questions you will get the view of the situation. Don't be sucked in and don't play the game. Pull them up on their actions while treating them with the same respect anyone deserves. Try not to make a scene about it but be prepared because this customer will try to poor petrol on the fire and fast. Get back up if you need it while keeping your own demeanor calm and collected. Get this customer away from the crowd and into a private space away from prying eyes. The rest depends on how serious the issue is and if the law needs to get involved. Lying is lying and theft is theft and it is never right!
The Customer Is Not Always Right
Let's cut the PC rubbish out of our society one bit at a time.
We need to gain some self respect back and a backbone to go with it.
The dollar is not worth grovelling for, lowering our standards for and breaking our boundaries for.