Sales Strategy

Yelp: 6 Tips For Handling Difficult Customers July 08, 2021 (0 comments)

Merrick, NY—When The Centurion asked jewelers what gives jewelers the most joy and, conversely, the biggest headaches, the number-one answer was the same: their customers. Image: Prawny for Pixabay

On its blog, customer-review site Yelp offered a series of tips for business owners to deal with difficult customers. 

For a start, says Yelp, “Every customer interaction, good or bad, is an opportunity for you to represent your business. The calmer and more solution-oriented your response is, the better you represent your brand.”  Yelp also says that while it’s hard not to take it personally when someone’s yelling at you, even if you did make a mistake, disrespectful behavior is the customer’s choice. 

Related: What Most Annoys Elite Jewelers?

Here are Yelp’s six tips, excerpted:

1. Stay calm. Easier said than done, but chances are there’s more going on in the customer’s life than just what happened with your business. By staying calm, you can be better prepared to resolve the situation.
2. Listen. Again, not so easy if someone’s yelling in your face, but by listening carefully you can probably tease out something that will work as a solution.
3. Ask “what can I do to make this better for you today?” This can often go a long way toward diffusing their anger and finding a workable solution. 
4. Apologize. It can be hard when someone is being disrespectful, but it also can diffuse the situation. 
5. Offer something, such as a discount or a service to make up for their dissatisfaction.
6. Empathize. Acknowledging that you understand how the customer is feeling is both neutral and can go a long way. 

Read the full article here.