We all have to deal with difficult customers from time to time. Something I learned a long time ago, is that if we could successfully resolve issues for an angry or complaining customer, they would most often become our most loyal customer. Customers make judgements on the service and judgements about the business based on how the staff and management respond to a difficult situation. When dealin g with a difficult customer, it is important to acknowledge their feelings, don't ignore, or worse, dismiss their feeling. Typically a complaining customer would have been psyching themselves up for the confrontation, often taking you by surprise. Imagine the customer blown up like a balloon full of hot air. If you confront your customer, question their judgement, deny or justify your actions, you’ll just be adding more hot air to that balloon. If you keep adding hot air to that balloon, it will eventually explode. The best thing to do is to let the hot air out of t...
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