5 Ways to Drive Customer Loyalty From Product Returns
3. Talk about what you can do instead of what you can't do. Nobody likes to hear “no.” Yet we find ourselves saying it over and over: “No, I can’t do that” or even worse, “No, I can’t, it's not our policy.” Instead of delivering a simple no, stop, take a breath and think about what you can do. When you tell a customer, “I can see why that's important to you, let me see what I can do” or “I wish I could do that, but I can do this instead … ” you make them feel important and well cared for.
4. Know how to handle difficult customers. Even the best employee with the best attitude can find it difficult to deal with the dreaded difficult customer. The best way to handle these customers is to kill them with kindness. Yes, it might seem that the last thing you want to do is be kind to the jerk yelling at you, but the quickest way to turn that difficult person around is to do everything in your power to make them happy.
When you can look at a customer as a human being who has personal issues just like you do, it's easier to treat them with respect. Think of this difficult person as someone who's probably grumpy for reasons that have nothing to do with you or your company. This isn’t to say that you should tolerate being sworn at or disrespected. If they're being abusive, simply say, “I really want to help you, but I can't do that when you're treating me this way. When you calm down I will do everything in my power to help you.”
5. Handle one customer at a time. Win them over with great service and reap the rewards of a loyal customer.