How do I deal with a tough customer?

1. Let your customers communicate how they feel

2. Listen to your customers and their viewpoint of the problem.

3. Fix the problem at hand immediately.

Depends, really.

If by "tough" you mean angry, I feel the most effective way is to try and be as tactful and diplomatic as possible. Keep a level head, because they want to get it over with as quickly as possible too; nobody wants to deal with a problem any longer than they need to, and that includes the angry customer.

Don't be too aloof either though. Being diplomatic and letting the customer vent is one thing, but doing it to the extent that they feel you're not listening and just agreeing with what they say just so they stop will only worsen the situation.

Secondly, if by "tough", you mean a hard-sell, find their niche. Find what makes them tick. If you relate to them and make them feel comfortable, they'll open up to you without you having to even lift a finger. Once they realize you're trying to be on their side, they'll soften. And finally, don't give them the impression that you're selling to them purely for your own benefit. Make them feel they need whatever it is you're selling. Make them feel you're looking out for their best interests.

Best of luck to you, and I hope this helps!

• 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.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.
• 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.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?")Finally, don't make promises you can't keep. Get help from someone who knows more, is calmer, or has more power and authority.