Dealing with whiny customers is one of the hardest things, whether you own a business, or you are employed. People have different personalities and traits, which mean different reactions to any situation, you can’t change them. So, be smart and learn to deal with your whiny customers.
Right attitude: Try to be positive with customers who are rude and make unreasonable demands. Always remembers that a difficult customer has probably had a spoiled day. Try to help him just by being supportive. Be calm, this would be beneficial in further dealing.
Customer is the king: Today, every business is a customer oriented business. However, customer is not always right, most of the time he is lying. You would encounter this type of situation when a customer wish to return any item purchased from you. Rather than telling the truth, they recite outlandish stories. Moreover, they get defensive when you ask questions as they know they are about to get caught. Handle this kind of situation with a cool attitude and healthy sense of humor. Be kind and treat the difficult customer, as if he is actually right. Never join in hurling insults back to him instead offer him compromise solution. Contact with your supervisor immediately and let him know the whole situation.
Respond carefully: Don’t return an insult for an insult to a customer. Stop him right there, if he is being abusive to you. You should not be required to take cursing from any customer, even from your boss. If the customer fumes, tell him that this kind of behavior is not acceptable. Ask him to be civil otherwise leave. The main point here is not to return his insult by insulting him directly. A whiny customer always wishes you to care about the fact that he’s upset. Try to talk in an apologetic manner, tell him how sorry you are for his inconvenience.
Accept criticism: Many times the tone of customer is sharp but the criticism could be right. A critic is not always wrong; accept them rather to take the remarks personally. Thank the customer for his or her input and feedback. Assure him that you’ll take the comment directly to the supervisor.
Appreciate the difficult situations: You should learn to appreciate the difficult situations. The person in front of you is not the problem. Always keep in mind that customer is a person and can have a bad day or bad mood. Assuming their request a reasonable one, do it with a smile. Being caring and cooperative may help improve their mood and the way they treat you.