Tell me about a time when you dealt with a difficult customer. What did you do to ensure they left satisfied?

Question

OOOOOOOO I ALWAYS GET STUCK!! THANKS

Answer 1

I work in the customer service industry and the most important thing is communication and to be assertive, not angry.  Clearly explain things and come up with a solution that is practical and suits both parties.  Unfortunatley I must say the customer service received in shops etc is almost non-existant these days.

Answer 2

As one of your previous answers, customer service now is pretty much non existant.

You should ask exactly what the issue is, explain your position & ask what can be done to rectify the situation. If it's something you can't offer, then you should re -assert your position & offer what you can.

Never get into an argument.

If you ever want a textbook guide for 'what not to do', just watch Easyjet's staff on the Airline programme.

In all my time with customers, I don't think that I've ever left anyone dissatisfied with me, even if I couldn't resolve things for them.

Answer 3

I did nothing because i was in Wilkinson's Homeware store buying stationary for school and a random guy started pointing at Pots of paint and making odd noises. I was like f*ck off, i don't work here.

Answer 4

i don't really care if they leave satisfied, if they're in the wrong then it's not your fault

Answer 5

Give them their money back, it works every time.

Answer 6

Job applications are tricky. Just make something up..

Answer 7

keep smiling, keep your tone of voice the same, and apologize for the inconvenience. If you can't solve the problem yourself get the manager.I work at starbucks I get a lot of difficult people.

Answer 8

Customer services is part of my job and I get some real corkers! Top tips are to stay calm, and bring the conversation back to facts as quickly as possible.

The first thing to do is make sure you understand what they're complaining about.

The next step is to confirm this back to them (so you say for example "I understand, you're not happy about the quality of this item").

Next let them know you understand and appreciate how this has affected them, so say something like "I appreciate this item breaking was really inconvenient for you, especially with your holiday coming up". If it's genuinely something that your Company has done wrong, do add "we're very sorry this happened".

After this you inform them of your Company's policy, so you'd say "our Company always refunds or replaces damaged items, which option would you prefer?". Hopefully they'll tell you, so reply with a positive statement such as "I'll sort this out for you right away". A 'follow up' comment is always good such as "I'll telephone you to confirm your refund has gone through" (make sure you do!).

If they keep carrying on at you and don't take any notice, go for repetition. If you've offered them a refund or replacement and they're still going on, keep saying "we can offer you a refund or replacement, could you tell me which option you'd prefer?". Keep saying it until they tell you. If they don't, then say "I'm sorry, I can't help unless you tell me how you'd like me to resolve this."

There's a great book you can get from Amazon called 'Perfect phrases for Customer Service', it's well worth a read. I've found people respond very well to politeness, empathy and positive phrases such as "let's see how we can sort this out for you quickly". Decide on a few good phrases in advance, you'll soon find what works. And do what you say you will!

Answer 9

Always say:

What is it I can do to rectify the situation?  Then just do it with a smile on your face.

It's so frusterating when we always have to appologize to the customer all the time (as if we truly care) we are told to say that and care for the company.  Everyone is a customer at some point and all of us will be at the other end.  Why not just be nice all the time.  You don't have to be angry to get something across.

I'm always nice regardless of the situation.  Being upset and angry wastes so much of my time.

:-)  I hope that helps you out!  

Answer 10

did what they said. they wanted this then i totaled it then they said oh wait i want this too.

i don't think i've had to deal with a difficult customer yet. i think i'm the difficult one to deal with. they ask me c**p about fish and i just don't know the answer to it.

Answer 11

the best way to deal with a difficult customer is to kill them with kindness. never argue, never tell them that they are wrong blame yourself if necessary, make lots of eye contact, nod in agreement, make like you are listening, understand and care, even if you really don't. Hope this helps you.