Dealing with Difficult People: Customers

In the workplace, as with all facets of life, it is possible, if not likely, that you may encounter a difficult person. This is a fact we all must face, and it is outside of our capabilities to always avoid these types of situations. However, how we handle challenging individuals is completely within our control. We can either use these circumstances as an excuse to shirk our work responsibilities, or we can view difficult moments as opportunities to let our best selves shine through. The choice is up to us.

Most often, customers who are rude, combative, or generally difficult are thus for a reason. Either they are unhappy with service they have received or they have been treated poorly in the past and have grown to expect similar behavior.

The first step is to get to the root of the problem. Ask the customer what he or she needs and attempt to discover as many details as possible, then endeavor to resolve the matter. Use the S.O.S. method if the situation warrants it.

If it is impossible to break through to the customer, consider getting a manager involved. In no situation is it ever helpful or acceptable to insult customers or use inappropriate language. Being firm is fine, being rude is not. In those rare instances that customers become physically threatening, it is appropriate to ask them to leave; no sale is worth risking your safety.

Customer service training and sales training is offered to businesses of all sizes and from all industries through Molloy Business Development Group, LLC.