How to Deal with Difficult Customers During the Holidays

How to Deal with Difficult Customers During the Holidays

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With the stress of busy schedules, stretched budgets, and deadlines, it’s no surprise that customers are more stressed over the holiday season than any other time of year. Unfortunately, that stress can often trickle into your business, leaving you and your employees to manage unhappy customers and personal angst. Luckily, there are a variety of tips and tricks that you can use to deal with difficult customers and even to avoid them in the first place.

Thoroughly Train Your Team

Your employees are one of the strongest tools at your disposal in the fight against difficult customers. To make sure that they are able to handle any customer that comes into your business, empower your employees by ensuring they have the training they need to provide excellent customer service and turn around a negative customer encounter.

Extensive customer service training should be provided to your employees during onboarding. Then to guarantee they have the necessary skills, refresher training should be provided prior to the holiday season. The trainings should cover how to interact with unhappy customers, best practices for diffusing negative situations, and how to use your Point of Sale (POS) system as a tool to solve issues.

Stay Customer Focused

During the rush of the holiday season, it can be difficult to keep customers at the forefront of your day-to-day activities. However, to have a successful business, it’s important to stay customer focused to provide your customers with a good buying experience and to keep them coming back.

The key to staying customer focused is to empower your employees to make decisions that will increase the quality of your customers’ experience and benefit them immediately. Frustrated and difficult customers don’t want to be put on hold while your employees are getting manager advice and approval. Instead, after thoroughly training your employees, empower them by allowing them to make decisions that will solve problems. This positive shopping experience will have your customers coming back and referring your business for years to come.  

Be Omnichannel

Holiday shoppers are busy, rushing around for events with family and friends, shopping, and tending to their day-to-day lives. This means that not all customers have the ability to shop at your physical location. To meet their needs, consider going omnichannel. That means that you need to have both physical and online stores.

When you launch your online business, you will need to keep your customers’ experience consistent to keep them happy. Make sure to run your omnichannel business from one platform- this will ensure that customers encounter the same inventory, the same branding, the same great customer service, and the same check out process at any store location. To provide this consistent experience (and lessen your own stress) use your POS system as your omnichannel platform.

Keep Positive

Your attitude will impact both your employees and your customers. No matter what situation arises in your store, make sure to stay positive. This means responding to difficult customers in a responsive, considerate, and optimistic nature. In turn, your employees will mirror the same behavior and your positivity and kindness will work towards diffusing unhappy customers.

Let it Go

The sad fact is, you’re going to encounter difficult customers. Sometimes it’s your fault and sometimes it’s the luck of the draw. No matter the reason, it’s important to learn from the experience- and then let it go. Once you’ve rectified a negative situation, take some time to consider why the issue occurred, how it could have been handled differently, and what teachable moments you can take from it. After that, release it from your mind- there’s no need to hang on to negative experiences.

Does your POS offer your business the support you need? Are you ready to simplify your business with the use of a new POS? SilverEdge can help. If you are ready to talk with a SilverEdge representative about the right choice for your business, contact 970-800-2890 or email info@gosilveredge.com today.



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