How do you deal with difficult customers?

The reasons why a customer could be difficult can vary and you need to handle them according to company policies. You will need to assess what the customer's issue is, whether or not they can be helped and whether or not you are the person who can help them.

Remain calm, be polite and respectful and show a degree of empathy. Sometimes just listening to the customer is all they really need.

If the situation is beyond your ability to help, follow your company's policies. The particular situation might require you to direct them to Customer Service, call someone for them, or escort them to the individual or department who can assist, etc.

Verbally or physically abusive customers can endanger you and other customers. Follow company protocol in such situations. You may need to request assistance from your supervisor, Security or even call 911. Sometimes irate or irrational behavior can be the result of a medical condition, so always be very aware of what is going on with a particularly difficult customer.