From the course: Job Skills: Learning Retail Sales
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Dealing with difficult customers
From the course: Job Skills: Learning Retail Sales
Dealing with difficult customers
- [Instructor] The reality of retail is you're going to work with some really great customers, and you're gonna deal with lousy ones. And no matter what, your job is to still provide the customer a great experience, which doesn't always feel right, does it? Our adrenaline kicks in when somebody's being a pain in the neck. Customers can be rude for a million different reasons, but first things first. If a customer is ever rude, sexist, racist, or just being outright aggressive, get your manager involved right away. Explain in private that this is someone you don't think you can deal with and you need help. Never get in a confrontation with a customer. If you find yourself in a sticky situation that you can't get yourself out of, here are a few simple things you can do. First, listen to the customer and what they're saying. Don't talk or interrupt, even if you know they're just wrong, just chill out and listen. Second, try some empathy. I like to call this putting your customer hat on…
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