Navigating Challenging Customer Encounters: Lessons from a Service Pro
Navigating Challenging Customer Encounters: Lessons from a Service Pro
Running a business means dealing with customers, and not all of them are easy to handle. In this article, I share my experiences as a store manager at Dominos Pizza and KFC, focusing on how to handle disgruntled customers and turn challenging situations into opportunities for growth.
A Dominos Pizza Dilemma: Addressing Confusion and Frustration
One of the most frustrating situations I faced in my role was dealing with a customer who seemed confused about which town they were in. The exchange went something like this:
Me: Thank you for calling Dominos. Would you like a pickup or delivery?
Customer: Large cheese pizza...
Me: Sure, but do you want it for pickup or delivery?
Customer: Oh, delivery.
Me: Ok, can I have your address please?
Customer: 12 A Street.
Me: Would that be A Street in Nowheresville or Lakeshore?
Customer: …12 A Street.
Me: Mam, A Street goes through two different towns. Are you in Nowheresville or Lakeshore?
Customer: …12 A Street.
Me: Ok, please hang up, find out what town you live in, and call me back. Click.
Despite my efforts, the customer never called back. It was clear that these people were either attempting to get free food or were simply not going to make things easy for me or other staff. Dealing with such customers is a test of patience and professionalism.
KFC's Chicken Little Challenge
Another memorable incident involved a rush at KFC where two customers wanted a large order of chicken little sandwiches. The encounter began innocently enough:
Me: Thank you for your order. We will have your sandwiches ready in a few minutes.
Customers: Thanks.
However, the situation quickly escalated:
Customers: These aren't fresh. We wanted them fresh.
Me: The chicken had just come out of the fryer; it’s as fresh as it gets.
Customers: But feel it! It doesn’t feel fresh!
Me: The bun isn’t hot because it hasn't been in the warmer. If you don’t want it to be in the warmer, it’s fresh as can be.
Following this, I called my manager, Annie, and explained the situation. Despite her willingness to replace the sandwiches, we were suspicious that the customers might be attempting to get an extra meal. After taking the old sandwiches back, Annie made new ones while I assisted other customers.
Lessons Learned and Positive Outcomes
The experiences described above have taught me several valuable lessons. Firstly, dealing with difficult customers requires patience and a calm demeanor. It's important to listen to their concerns and address them without becoming defensive. Secondly, it's crucial to remain professional, even when others may not be.
Despite the frustration, these encounters have also reinforced my commitment to high-quality service. Handling tough customers with grace often results in a better service experience for all involved. I maintained a friendly attitude with other customers during these stressful moments, ensuring they felt valued and respected.
In conclusion, while dealing with challenging customers can be frustrating, it’s an opportunity to build resilience, improve communication skills, and maintain a positive attitude. As a service professional, I strive to turn every challenging situation into a learning experience and an opportunity to enhance the overall customer experience.