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Turn unhappy customers into store cheerleaders

Difficult customer situations are inevitable, but bad endings are not; here are tips for turning problems into win-win solutions
By Eliana Osborn
Published: July 14, 2015
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Getting people in the door is half the battle for a hobby store. Then it is up to you and your team to guarantee a great shopping experience.

Despite your best efforts, there will be disgruntled customers. Perhaps there’s a valid reason for complaints — slow service, for example — but some consumers are looking for fault and something to fight about in every situation. In today’s environment of social media sharing, dealing effectively with difficult customers is more important than ever.

Richard Gallagher, author of The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations, says that good service means preparing for bad customer situations. Training your employees in the “four octane levels” is key for de-escalating a conflict situation.
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