4 Tips for Managing a Difficult Customer Situation

The retail environment continues to change and move toward whatever the next normal is going to look like, but the customer experience is still at the heart of any business’s success. Now more than ever, small businesses need to be prepared for difficult customer situations that may arise. When a customer is displeased, regardless of why or at whom, each employee should be ready to handle what happens next. This is particularly important when things don’t go according to plan. Despite you best efforts, sometimes customers end up dissatisfied, which can lead them to become upset or frustrated with an employee, another customer, or simply the situation. When this happens, it’s important to have a team of employees who are well trained and prepared to handle it.

Listed below are 4 tips you can use to help manage a difficult customer situation:

• Give the customer an opportunity to vent. Sometimes a customer just needs someone to listen to their frustrations and acknowledge their concerns. Once they have done so, they may become open to discussing potential solutions. Being a good listener in these situations can quickly deescalate the discussion and turn the focus to a solution-oriented conversation.
• Show empathy and be apologetic to the customer. Suggest your employees look at these situations through the eyes of the customer. Also, saying “I understand” in these situations can go a long way toward getting the discussion on a positive track. It's OK to apologize, even if you are right. Once you apologize, a customer may be more willing to move on. By giving the customer this win, your employees and business will ultimately be better off.   
• Remain professional. Showing emotional control in this situation allows the employee to keep a level thought process and make good decisions. When dealing with a difficult customer, it is easy to take things personally. It is important for your employees to remember this is a business issue and not a personal one. It’s also important to understand these situations often occur in front of other customers. Your employees represent your brand, and you want them to engage in positive solution-oriented conversations.   
• Empower your employees to make decisions. One situation you want to avoid is having a manager say yes to a customer after an employee has said no. This is an unfortunate scenario for both the customer and your employee. If you already know you are going to take care of the customer, allow your employees to make that decision in the moment. An employee can quickly minimize a situation if the customer understands they are working to solve the problem and have the authority to do so.

In this competitive retail environment, everyone is looking for a point of difference that allows their business to shine above the rest. The current situation has not changed this. Customers continue to find value in the positive experiences they encounter while interacting with businesses. Dealing with a dissatisfied customer can be an opportunity if handled correctly. It can be a chance to wow a customer in a totally new and unexpected way and could turn that person into one of your most loyal customers.