November , 2019 | Retail Career Search

At some point in your retail job, you’re going to encounter a difficult customer. you never know when it’s going to happen, so it pays to be prepared in advance. Here are some tips for how to handle a difficult retail customer.


If a retail customer comes up to you and starts complaining, listen carefully to them. Try and discern exactly what’s making them so upset. Listening will enable you to figure out what’s wrong plus it will make the customer know that you actually care.

Be Patient

Sometimes a retail customer is being difficult just because they’re looking for attention or they’re lonely. It sounds odd, but there are lots of different personality types out there. Don’t let difficult customers rattle your nerves. Be patient and try to help them however you can. Keep in mind that they have to leave sometime. Then you can enjoy the rest of your shift.

Get the Manager

If a customer is being really difficult, get the manager and let them handle it. You aren’t in a position of enough authority to handle really big problems. That’s what managers get paid for. Your job is to help customers find the products they want and make their store experience pleasant. It’s the manager’s job to “manage” problems.

Use a Calming Voice

Never, ever raise your voice to a customer. Even if they’re yelling at you, answer in a calm voice. First, you don’t want to escalate the situation. Second, you don’t want to be blamed for yelling at a customer, even if they yelled first. Finally, you might be able to calm them down just by staying calm yourself.

Keep these tips in mind the next time you encounter a difficult retail customer. They will make the whole situation get resolved faster and easier.

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