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How do you keep your cool with extraordinarily annoying or idiotic customers?

Answers:1   |   LastAnswerAt:2009.12  

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visitor
Tash 
Asked at 2009.12.18 19:48:29
Scenario: A customer wishes to purchase a product for a particular application. You advise him on which specific product will suit. He insists on purchasing a product which is unsuitable, even though you advise against it. Several weeks down the track when things don't work out, the customer has a hissy fit and says your product is rubbish and doesn't work. If he had purchased the product we recommended, there wouldn't have been a problem.

What techniques to you employ when dealing with someone like that?
answer ?  Answered at 2009.12.18 19:48:29
Well, personally, I wouldn't be very.. err.. "helpful," let's call it. [[Sporks would be involved.. Haha.]]

However, when imagining this from the standpoint of a sales assistant, I would honestly have to just say, deal with it and move on. Personally, I think that's the opposite of what such people deserve -- however, if you value your position with the place you work, it's best to handle the customers as kindly as possible. Eventually he'll go away and probably never come back, but you'll get to stay.

=]


EDIT: If you've already been through a lot, I'd go with something like this: "Sir, I realize you're upset about this matter, however we're doing all we can to help you. As you'll remember, it was originally pointed out to you that the product you selected would not work, and we offered alternatives, however they weren't accepted. Therefore, as you've now found your product not suitable, we will do everything we can to assist you." Then, if he doesn't speak immediately, walk away. It sort of sends the message that you already told him it wouldn't work, and he didn't listen, without being rude.
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