From the course: Effective Communication Skills for Service Workers
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Turn a difficult customer into a satisfied one
From the course: Effective Communication Skills for Service Workers
Turn a difficult customer into a satisfied one
You can't always fix the problem, but you can control how you respond to it. There will be a shift where a customer comes in angry or upset. The first thing I'm going to do is lower my voice, lower my tone, and be confident but calm with my customer. My first move is to show them, with my body language and my words, that I understand where they're coming from. One of my go-tos is something like this: “I'm sorry.” Now you can start moving on to options that you have available to the customer, in a way that isn't combatting their experience, but in turn, moving toward a solution together. In food service, it might be a messed-up order. In retail, maybe it's a return that's outside of your policy. In hospitality, it's the wrong room type. No matter where you are, it's how you handle it that people remember. Try not to make decisions on the spot. Offer what you know you can offer, and if the customer asks for more, tell them, “You know what, thank you so much for giving me that option…
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