The customer is always right. No they’re not.
Some customers are a little annoying
The simple reality is some customers are a little annoying and frustrating. Some can’t make up their mind, Some make up their mind and then change it – perhaps more than once. Some are really hard to please, despite our best efforts; and some have the wrong information and no matter what we say, they’re convinced they’re right.
But on the whole at least, we handle these people pretty well. After all, coping with all sorts of people and helping them as best we can, is a basic part of good customer service. In many ways, it’s just part of the job.
But some customers are rude
Now for the bad news. Some customers aren’t just a little annoying and frustrating.
Some are rude. Some are racist. Some are sexist. Some lie – and sometimes straight to your face. Some are inappropriate and way too personal. Some are abusive. And the list goes on. So no, the customer isn’t always ‘right’.
So this is where I come in
I work with staff to help them develop the strategies, the skills and the confidence to handle these sorts of people – and at the same time deliver brilliant customer service.
It’s not a case of either delivering ‘brilliant customer service’ or ‘dealing with difficult customers’. You can do both through the art of diplomatic assertiveness.
If you’d like to find out more
If you’d like to have a chat with me to see how I might be able to help you and your staff, please just give us a call.
Go to the contact page in my website for example, there’s plenty of ways of getting in contact with me there.
Wherever you are and whatever you’re doing, please look after yourselves. Look after your friends and family, and I do hope to chat to you soon.
All the very best,