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How do you deal with a customer making an unrealistic demand?
Zoisana
First, you make absolutely sure the customer's demand isunrealistic. It can happen that a customer wants a product or procedure you're unfamiliar with, so always check on this.
Taking your customer's enquiry seriously enough to check whether or not it can be done goes a long way towards making your customer feel you care enough to be interested in them.
A great way to turn a customer into a difficult customer is to straight off tell them it can't be done. They'll think you can't be bothered making quite sure whether or not it can be done, and they'll be right.
If it's established the customer's request can't possibly be met, tell them so tactfully and make sure you outline the reasons.
No matter how stupid or useless you consider the customer's needs to be, never indicate you feel this way.
The more obstructive you appear to the customer, the more 'difficult' they'll become. In a matter of moments you can turn a customer who's behaving reasonably into a bit of a nightmare.
Keep your cool, treat the customer with respect. As a last resort, ensure you have full details of your customer's request (try to avoid even thinking about it as a demand; your reactions will show clearly even over the phone) and promise sincerely to follow it up until you can give them a more definite answer.
It doesn't matter what you think or say about the customer once they're out of the store or off the phone, whatever you do, don't let them know you think they're an idiot.
Do what you can to fulfil their request or to gather sufficient information to make it clear to them it can't be done and why it can't be done. And if, along the way, you discover it - or an acceptable alternative - can, after all, be done, tell the customer immediately and let them know how pleased you are to have been of assistance.
More customers are lost to business forever because of obstructive clerks who seem not to care, than are actually lost by not having their needs met.
Consider how you would ideally like to be treated and treat others that way.
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∙ 14y ago
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Is this effective or ineffective Asking for the customer's ideas about how to best deal with the concern?
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. Asking for the customer's ideas about how to best deal with the concern.
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