Hi there. I work in the retail sector and I know customer service is super important. But sometimes there are clear cases when the customer is just being difficult and is not always right.

It is interesting how you asked this question. As a business owner, it is my imperative to ensure I take care of my team, my colleagues and my various stakeholders. Customers are not always right, and I acknowledge that. While we can't chide or scold our customers, but we can maintain our professionalism. If the customers are abusive, unreasonable and in unimaginable situation, violent, my stance has always been very clear. We have going to step in and protect ourselves. The mental wellbeing of our team is paramount and I will never hesitate to walk away from such customers who are not respectful. If they are just being difficult, demanding but firm and assertive, we can handle it with care and professionalism. But the moment they cross the line, seek the help of the supervisor and manager to step in to diffuse the situation. Remain calm and professional, do not let them change the way you would behave normally and be firm in your stance. Whatever your role, your industry or your position, you will be meeting customers / colleagues etc who are difficult. We got to deal with it as professionally as we can and note that there are going to be cases whereby you just got to walk away, respectfully and firmly, without being rude or unprofessional.

-Andrew

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Yes it was a tough job that requires stamina and patience. I am thankful that I had supportive colleagues and that helped a lot to share the frustrations that may come with the scope of work.

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Just know that you are just the representative to manage feedback and the feedback were not directed at you. What helped was when I took time to reflect each day and understand the psychology behind what customers wants and the role of a service staff.

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Is it getting too overwhelming for you?

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