Business Class

I was in a store when a customer started yelling, swearing and virtually threatening an employee. He had purchased an item that didn’t work and wanted the employee to replace it immediately.

Such a scenario begs the question: Is the customer always right?

In this case, he was right to want the item replaced—but his temper tantrum was not appropriate. No one should have to endure inappropriate behavior. An employee can ask the customer not to yell, while still offering to address his core complaints, and upper management should support employees’ right to be treated decently.

When rage is directed at an employee or company via e-mail, it is easier to ignore hot-headed customers—but I recommend that you respond to every e-mail. Take some time to compose an appropriate and tactful response that will reflect well on your company and your professionalism.

Of course, difficult customers are not common in most businesses. Generally, to deliver top service, just follow the golden rule: Do unto others as you would have them do unto you.

Listen to customers and let them know you are interested in what they are saying. Smile and make eye contact. Give a good handshake and use the customer’s name. Thank them for doing business with you. Try to see things from their perspective and let them know you are willing to do what is necessary to meet or exceed their expectations.

Customers appreciate it when you show an interest in their job, their family and hobbies. Be genuine, honest and share information about yourself, too. Customers do business with people they know, like and trust.