Dealing with Difficult Customers

It is a tough job to be helpful and provide great customer service when a guest is confrontational, unreasonable or over demanding. Let’s not overlook the impact on your store’s profits. Many times these situations result in performing work for no pay, refunds or even a lost customer. And don’t forget your reputation is at risk.

Upon completion of this course, the participant will be able to:

• Identify the “difficult” customer early
• Describe creative ways to cope with guest’s demands and complaints
• Explain strategies to resolve complaints quickly – and to everyone’s satisfaction
• Describe how to repair broken relationships with guests that might have been lost forever
• Describe how to overcome challenges with difficult customers
• Identify key phrases for dealing with difficult customers
• Identify “red flag” words