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A costumer; Is a person who designs, creates, or supplies costumes, typically for theater, film,
television, or other performances. They are responsible for ensuring that the costumes align with the production’s theme, characters, and historical context.
Example in a sentence “The costumer worked tirelessly to create period-accurate clothing for the 18th-century drama.”
(Note: Do not confuse “costumer” with “customer,” which refers to someone who purchases goods or services.)
CATEGORIES OF DIFFICULT CUSTOMER.
The Aggressive Customer.
These customers are openly hostile, confrontational, and demand immediate solutions.
Example:In a restaurant, a customer shouts, “I’ve been sitting here for 30 minutes, and no one has even brought me water! What kind of place is this?” they might raise their voice or use threatening language, creating tension for staff and other patrons.
How to Handle:
Maintain composure, listen actively, and acknowledge their frustration:
“I sincerely apologize for the delay. Let me ensure your order is taken care of right away.” Avoid escalating the situation (Grewal & Levy, 2020).
The Know-It-All Customer.
These customers undermine employees by assuming they know more.
Example: At an electronics store, a customer remarks, “I’ve been fixing computers for 20 years. Your advice doesn’t make sense. I’ll just handle this myself.”
How to Handle:
Validate their expertise while gently steering the conversation:
“You clearly have great experience. Let me show you some options that might meet your expectations.” Providing factual information can help build credibility (Zeithaml et al., 2018).
The Indecisive Customer.
These customers struggle to make decisions, often requiring extra time and reassurance. Example: In a boutique, a customer tries on multiple outfits, asking repeatedly, “Do you think this one is better, or should I go with the other one?”
How to Handle:
Be patient and guide their decision-making by narrowing options:
“Both look great! For the occasion you mentioned, the first one might be a better fit.” This approach helps them feel confident in their choice (Kotler & Keller, 2016).
The Complainer customer.
These customers frequently express dissatisfaction, often without offering constructive
feedback.
Example: A hotel guest complains, “The pillows are too soft, the room is too cold, and the TV remote doesn’t work. This is unacceptable!”
How to Handle:
Show empathy and address their concerns promptly:
“Thank you for bringing this to our attention. I’ll send someone to fix the remote and adjust the room temperature immediately.” Follow up to ensure satisfaction (Grewal & Levy, 2020).
The Silent Customer.
These customers are reserved and provide minimal feedback, making it hard to assess their needs.
Example: In a café, a customer responds with one-word answers, like “Yes” or “Maybe,” when asked about their preferences.
How to Handle:
Use open-ended questions and observe non-verbal cues:
“Do you prefer something sweet or savory with your coffee?” This encourages engagement while respecting their comfort level (Zeithaml et al., 2018).
The High-Maintenance Customer.
These customers demand constant attention and personalized service.
Example: At a spa, a customer insists, “I need lemon water, a warm towel, and calming music before my session. Also, check my appointment time again!”
How to Handle:
Balance their requests while setting boundaries politely:
“I’ll bring your water and towel shortly. Meanwhile, our staff will ensure everything is ready for
your appointment.” Prioritize reasonable demands without neglecting others (Kotler & Keller, 2016).
The Bargain Hunter customer.
These customers are focused on discounts and often negotiate persistently.
Example: At an electronics store, a customer says, “This TV is $50 cheaper online. If you can’t match the price, can you at least throw in free delivery?”
How to Handle:
Explain pricing policies and emphasize value:
“While we don’t match online prices, we offer a warranty and free installation for this model.” Offering alternatives can sometimes satisfy their need for a deal (Grewal & Levy, 2020).
--- REFERENCE
Grewal, D., & Levy, M. (2020). Retailing management (10th ed.). McGraw-Hill Education.
Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson Education.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services marketing: Integrating customer focus across the firm (7th ed.). McGraw-Hill Education.
