How to Handle Customer Complaints of False Accusation of Price Changing

If you work directly with consumers, then you're bound to come across a difficult customer from time to time. Customers may launch complaints without merit, including falsely changing the price of merchandise. You'll have to learn how to handle this complaint while still keeping the customer happy.

Difficulty: Moderate

Instructions

1. Thank the person for bringing the complaint to your attention. You're not necessarily agreeing with her, but you're making her feel important by acknowledging the importance of the issue.

2. Apologize to him for having a negative shopping experience. Let him know that you want him to return and would like to have the problem resolved amicably.

3. Agree to double check the price of the item. Take the item to a manager and tell her the issue. Allow her to research the price of the item to confirm that the price has not changed.

4. Ask the customer about how he thinks you can resolve the issue. If you can't change the price, you may have the ability to offer a coupon for future savings. You don't want to tell him directly that he's wrong, but you may not have the ability to give him the price he wants. Work with him to arrive at a solution that makes both parties happy.

Tips & Warnings

• You don't want to get into an altercation over a complaint of falsely changing the price of merchandise. Ideally, you want the customer to return to the store again.
• Don't ignore a customer complaint and hope she goes away. You'll simply make her angry and cause a bigger problem.