Tips for Working with the Public at Your Place of Business

After working in the retail business and then in the insurance business, I learned very quickly how to deal with the public (i.e. irate people, mean talking people, and just downright plain old grumpy people). Also, I learned a few do's and do not's when working in a public place.

The first thing you want to do is never use the phrase "May I help you?" I know, that is what everyone says. But it is incorrect. If you are working in a retail store, the best thing you can do is let the customer look around a little first and then approach you. If they seem to be unsure, then politely ask them "Are you looking for something in particular?", "Is there anything specific I can help you find", or "Are you finding what you are looking for?"

Never approach the customer when they first walk in the door. Do, however, acknowledge that you saw them come in and let them know you are there if they need assistance. In other words do not do the "used car salesman trick". This is very overwhelming for some people and will make them "run". Some people just want to look around and see things before making a decision. Let them. If they do not buy something, politely thank them and ask them to come back again. More than likely they will return just because you did not "aggravate" them the first time. Remember, a happy customer is a returning customer.

Now if you find yourself in a situation with an irate or irritated customer, first thing to do is stay calm yourself. Do not blow up, and do not let the person get to you. If they do get to you, do not let them know it. Talk to them like they are a human being even if they are kicking you like a dog. First of all that will keep your job for you, and most of the time will calm the other person. They may have been treated badly at another store and are taking it out on you. However, do not be the store that treats them badly.

If you are not a manager or have the authority, get the person someone who can. Just calmly tell them that you do not have the authority to assist them in this situation and then ask if they would like to talk to a manager. If they say yes, go to the manager and explain the situation before taking them out to the customer. However, never leave the customer waiting for more than about one minute to one and a half minutes. This just infuriates them more.

If you are talking to a person on the phone and they start getting hateful and/or "mean", ask them to please hold and get the manager or someone who might can help them. If they ask you a question you cannot answer, do the same thing. First be honest and admit that you do not know but will be very glad to find out. If you think it is going to take a few minutes ask them if you may return their call after you have found out the answer to their question. Be absolutely certain to do what you told them you would. Find the answer and then call them back. If for some reason you cannot find the answer before closing, call them back and explain that it is going to take a little longer than expected and that you will call them back tomorrow as soon as possible. Apologize for the delay, and let them know that you are working on the answer to their question.

If you do not remember anything else from this, be certain to remember that the customer may not always be right. Yet, you want to explain it to them so that they feel they are. Keeping the customer happy will keep them coming back, and keeping them coming back will keep you in business.

Source:

Personal experience