It is no more news that every business deals with lots of customers every day. Thus, almost everyone is an advocate for pleasing the customer but what do we do when the customer is wrong?
You know, it becomes confusing when a customer becomes rude and stepping on your rights while you remain calm and religiously following the popular saying, ‘customers are always right’ mantra.
There’s no scope to address the range of what the customer can do wrong. Sometimes, the customer is wrong and can make honest mistakes. The customer can also plan to take evil intentioned steps for personal reasons.
4 Effective Tips To Use When A Customer Is Wrong
Here are a few steps to take when handling a badly behaved customer:
Don’t fall into the trap of using swear or abusive words. Don’t disrespect the customer. It’s important to note that other customers are watching. They will be on your side as long as you remain respectful.
Focus on the issue
Focus on the issue. Being respectful allows you to focus on the issue. The customer may try to change the conversation or bring in unnecessary events but stay on the issue.
Give the customer a voice
Let the customer have the opportunity to say their side of the story. Listen to understand their side of the story and their perspective. They just might have a point you need to take note of.
Take respectful legal steps
In some cases, you may need the customer to leave your premises. Take such steps within the limits of the law. Ensure your steps are respectful and involve law enforcement if necessary. Insist that law enforcement remain respectful.
Finally, you don’t need the customer’s apology to move on. Once the issue has been resolved and the facts are in your favour. It’s important to be the bigger person and move on.