The holidays can be an exciting time for most people. Family and friends gather to share the joy of giving, the house gets decorated with lights and ornaments, and last minute transactions are conducted with customers. For retailers, the holiday season is jam packed with complaints and concerns from customers. If you, like most people, want to avoid these conflicts, read on! We will be discussing why this tends to happen, and how to prevent the conflicts from happening at all.
Why do customers have more complaints during the holiday season?
The quickly approaching holidays is like a deadline to customers. They need to have everything purchased and ready by a certain date. This also adds an element of stress to their lives. This means that if something goes wrong, they are much more likely to snap. Unfortunately, mistakes tend to be made in the world of retail. Everybody makes mistakes, and usually a customer will simply forgive and forget. However, the increased stress levels and overall pressure will cause them to act in a way that they might otherwise not have.
Ways to handle angry customers – do not say “I don’t know”
Customers want to know that their issues are important to you. You should be getting them the help that they desire, even if you do not know the answer yourself. Instead of telling them that you do not know, try saying ‘let me find out for you’, or something similar to this.
Emphasize with the customer
It is important that you are in tune with what your customers are telling you. You should be understanding what they are feeling, so that you can find out why they are upset. Let them know that you would also be upset if you were in the same situation. This can defuse a situation that may have turned ugly.
Solve the problem so it doesn’t happen in the future
It is not enough for you to simply make one customer happy, and then leave the problem for somebody else to encounter. If an issue is brought to your attention, it is your responsibility to put it right. If the customer sees that you are putting effort in to prevent the problem from happening in the future, their relationship with you will be stronger. They will see that you do not stand idly by while valued customers are upset.
Do not forget to apologize
Whether it was your fault, or the customer’s fault, or another employee’s fault, always make sure that you apologize for what happened. The customer was upset by an experience that they had at your retail location. This means that they are unlikely to return to shop there unless the situation is rectified. Apologies are simple and easy ways to calm the customer down. It is a recognition that they had an issue, and you want to solve it for them.
The holiday season always brings extra stress to everyone. However, if you utilize the tips listed above, you may be able to prevent yourself the traditional headaches. Happy holidays!