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Keep the following tips in mind when dealing with challenging customers:
Keep your attitude in check. Do not let preconceived notions  or prior experiences keep you from offering the best customer service possible. Forgive customers when you feel they have offended you, and ask God to give you His heart for your customers. Above all, your bookstore is a ministry, and all of your customers need to feel welcomed, loved and appreciated.
Absolutely refuse to get into an argument. Other customers, employees and volunteers will observe the way you handle these situations. You can easily harm the reputation of your store by arguing with customers-even if they are being difficult. Do not waste the customer's time or yours. Solve the problem as quickly as possible, and empower your staff to do the same. The longer some shoppers have to deal with customer-service issues, the more their tempers rise-causing them to become even more difficult. Manage the relationship. If you meet the real needs of your customers, you may find that the difficult side of them melts away. You may even be able to develop quality relationships with them. Be professional. Your bookstore is a business, and it exists to serve your customers. If you serve them well and meet their needs, they will continue to serve you by shopping at your store for years to come.
Pearlina Simmons is the former director of the Alvin Stewart Ministries Center in Tallahassee, Fla.
- Read the complete article at http://www.thechurchbookstore.com/a.php?ArticleID=13028
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