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Tuesday, 18 October 2016

How to manage customers that are difficult



With the holiday season less than a month away, shoppers are already planning their purchases in terms of products, budget and time. As soon as the holiday shopping season kicks off, retailers can expect an overwhelming rush. While this could be a good time for retailers to target more sales and boost profits, there could be other aspects that could put retailers in a spot of bother.

One of the effects of the holiday shopping rush is that customers are more demanding, have less time and attention span, and are not willing to compromise. In other words, they may become very difficult to handle and retailers could have a tough time managing them.

In order to help retailers negotiate such occurrences of dealing with not-so-pleasant holiday shopping experiences, here are some simple tips that could prove to be effective:

Listen: Shoppers who are upset need to be heard. So allow your customers to speak their heart out about anything that is unpleasant to them. Active listening would allow retailers to consciously assimilate and comprehend the issues their customers are facing, rather than being judgmental towards them. Active listening will be reflected in the retailers approach towards understanding the customers and this would leave a positive impression on the customers. They will feel that they are being given a fair importance and thus instill a sense of trust in the retail business resolving their issues.

Act: Once the customers have vented out their problems to the retailers, it is now up to the retailers to act. They need to take the necessary measures to resolve the customers’ issues. Retailers need to come up with a solution that would be feasible for both, their customers and themselves. If the retail business is unable to resolve the problem upfront, they should request for an appropriate time and respond within the stipulated time.

Repeat: There will be multiple instances where retailers will come across customers that are very difficult to handle and manage. The two steps mentioned above thus need to be employed time and again by retail businesses to reduce the chances of lost sales and the number of disgruntled customers they would need to deal with.

Fore planning, resilience, the right mind-set and treating every customer as an important asset for their business could enable retailers to effectively listen to their customers and act appropriately, making them the preferred retailer that customers go to for a happy shopping experience.

Stay tuned to know the 10 tips that could add extra bling to the festive season sales and profits.

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