The Customer Is Always Right… Until They’re Not: Dealing With Difficult Customers


Anyone who has ever worked in customer service, even for just a few short months one summer, has most likely accrued horror stories about the customer determined to ruin a service worker’s day. It can be tough to keep up a smile and stay professional in the face of difficult customers, but often that is the job of a good service worker. But when it comes down to it, what can you do as a business owner to protect your business and your staff from truly difficult customers? Here are some key tips for maintaining strong customer service under pressure and ways to protect business premises in case things turn really ugly.

Coping Under Pressure

Whether it’s in person, online, or over the phone, we are often told “the customer is always right.” This is only half true. Quite often, the customer will be categorically wrong. What’s important to do in these cases is to remain calm and assess how to de-escalate the situation. If a customer is angry or upset, think about what other things you can do to try and make the situation right, even if you can’t solve the immediate problem right now. Try and place yourself in their shoes and understand why this is so important to them. If they are looking for a discount, can you get them a voucher for next time to assuage their sense of loss? If they feel they have been treated poorly, can you give them extra special service now to make sure they know they are valued as a customer? Whether you are a business owner or a frontline worker, it is your job to maintain customer satisfaction wherever possible. Their specific needs will change from customer to customer, so be prepared to be flexible between different cases.

Protect your Business

Sometimes, a good attitude is not enough, however. Sometimes, a situation might escalate and a customer might injure themselves, cause property damage, or some other unforeseen incident may occur. This is where public liability insurance comes in, and it might just save the day for you. It is essentially a type of business insurance that protects your business against claims that come from personal injury or property damage that occur on your business premises. An insurance company can offer you regular premiums that will one day protect you against public liability or general liability claims.

When it comes to public liability insurance, Australia has plenty of options to choose from. It can be hard to know where to start, so consider comparing public liability insurance with iSelect. They can show you exactly what legal liability and public liability policy you might need and compare the different insurers and their premiums so you know what you are paying for and what kind of general liability insurance you will receive in return. Because public liability insurance is so important (and could be life-saving for your business) you should make sure that you find an insurance broker or insurer that truly knows what they are doing and can offer you the legal liability protection that you need. The last thing you want is to wait until the day of an incident to try and work out what your options are. Take out public liability insurance over today and be assured that your liability insurer will be there to help you, should the worst happen.

Overall, remember that such incidents can often be avoided altogether if you take a moment to de-escalate a situation before it gets to dangerous levels. Insurance should always be there just in case you need it, but of course the ideal situation is to never have an accident at all.


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