How would you handle a difficult customer if you were faced by this situation?

When a customer tries to intimidate you, stay calm and ask, "What can we do to help?" This kind of question can also help you get away faster from a chatty, finicky or confused customer who monopolizes your time. Before you offer solutions, ask the customer how he would like the problem to be resolved. Offer choices whenever possible. ("Would you prefer to speak to the manager, or wait until I can finish ringing up these customers' purchases so I can give you more time?") Get Control of Yourself: Never argue with customers when they are angry, displeased or complaining. If you allow a customer to push your buttons and lose control of yourself, you've lost control of the situation. Remember, you can lose a good customer if you show boredom, irritation, disdain or displeasure. Listen and Let the Customer Vent: Tune in to the customer; don't look for the nearest exit. The customer wants to be listened to, acknowledged and understood. Maintain eye contact. Show your attentiveness by standing or sitting up straight; lolling or slouching makes you seem inattentive and disinterested. Uncross your arms -- this indicates you are listening with an open mind. Let the person talk, and pay close attention. Repeat or paraphrase some of what you hear. Show the Customer You Care: Show concern for the customer's feelings. Maintain a concerned, sincere and interested facial expression. Your voice, as well as your body language and expression, communicates your attitude. People respond more to how you say something than what you say. Don't Blame the Customer or the Company: When explaining your store's policy or trying to clarify what went wrong, use either the indirect approach ("There are a few questions before I can give you a refund.") or "I" statements ("I need additional information.") as much as possible. Don't acknowledge that you or your company is to blame. That could lead to lawsuits. Try to Solve the Problem, or Get Someone Who Can: Even if solving the customer's problem isn't among your job duties, never say this to the customer. Get all the facts you can, and then tell the customer how you can help. Finally, don't make promises you can't keep. Get help from someone who knows more, is calmer, or has more power and authority.

If I were the sales man, I will protect my self,

 

but where ever the case is happen,

A. I will told my manager exactly what happens with my, and for sure i ill apologize for not take the situation as serious as it is...

 

B. I have to expose the requester person for my management only, and i will try to claim down my customer and explain the case.

 

C. Without any justifications to prove that you are not lying, stay calm, put my points straight without giving any reason, then your status and body language will prove that you are not lying.

 

D. To avoid these cases, every task should be documented and approved from the customer, and the better way is to ask for the approval from both sides.

A. It is really easy to explain the situation to my manager I already did my job right and of course asked that customer if he and his/her partner are absolutely sure about the changes before the production starts

B. Of course I will expose the customer because that is what he has asked for and I did nothing wrong. I was just doing my job

C. If I haven't been in the company for a while maybe I will ask for a fellow worker who was there on that day or ask them to check the surveillance videos in the shop. After all it's my word against his

D. By sending the changes in an email and getting a confirmation email from the customer about the design. In that way no one can complain nor lie

a) will explain the whole situation as it is with full truthfulness.

b) No as the matter has to be sorted out diplomatically and the person who has made the alteration has to be given a chance to maybe remember that he had approved the changes.

c) As a professional, I would take his signature as an approval for any changes that he has made before sending the order request to my production team, would produce the paper in such a way that the person who had made the changes will have the chance to own up to the changes made by him without looking like a lair in the whole situation.

d) as explained above any work order for made to design stuff has to have the customers approval signature, without which the production team will not undertake the work. this should be the default procedure followed.

That is quite a question I must say. But thanks to the advancement of technology we have surveillance almost everywhere, so if he did not made any changes then what was he doing there in the first place. I would involve the manager as in once the designed was changed I must have informed him already about it.

But before that I would try explaining every details to the customer who was not there because would be the one most furious, I would in fact try to sell the new plan( by talking all positives about the new design ) that was selected by the Man so that he feels a little easy and open the cards himself. 

A. I'm sure there are daily reports from the store that goes directly to the manager, so I will not have a hard time explaining to him what the situation is or how did it go that situation.

B. Surely I will expose the person who made the second alteration for he is the one that caused the situation I am in.

C. To think that a design must be approved by a customer before manufacturing I am certain that signed agreements are required. Now I have an evidence to prove my innocence. And the store must have a security camera.

D. Update the current agreement setting that if customers came in as a couple/group/partners etc. have them all signed to it and if any alterations or changes is being asked by anyone from them it should be signed again as a group or give notices to other signatories.

 

thanks for the invitation!

This is a day to day affair for a sales person. The main criteria for a sales person is to convince the customer and to be transparent to his boss.

so in this situation. first we have to inform what happen exactly  to the manager. secondly we have to inform diplomatically and praise the idea of  the person who was in the last discussion  to the person who was not there . so that we can reinstate that we are not simply lying.

and finally it is our duty to document all the discussions which we had with the customers before executing the orders , so that we can  avoid such situations.

 

 

  

If it is not documented it has never happened!

I will explain the whole story to my manager and let the manager know that i will never do some changes without the knowledge of the client,As a Customer Service i will talk to the client sincerely that his/her partner changed the design as what he/she wants and explain the whole story that maybe your partner just forgot that he/she made it,and to avoid those kund of situation i will never accept that kind of changes if two clients come to me and make the design and one other come again to change the design,i ahould ask nextime anout the knowledge of his:her partner and let him/her sign an agreement that he/she change the design so nextime i have proof that its made.

I'm agree with Grethyl Egino  

Every person has a key that you should know well how to use the suitable key for the suitable character, and this should be supported with your skills and knowledge of knowing types of customers and how to deal with each one, besides a commitment from the customer service leaders for giving alternatives that suits each customer situation.