I’m thrilled to sit down with Zainab Hussain, a seasoned e-commerce strategist and retail expert with a wealth of experience in customer engagement and operations management. With her deep understanding of the challenges service professionals face, Zainab offers invaluable insights into navigating difficult customer interactions and building lasting respect. In our conversation, we explore strategies for handling disrespect, the power of reframing tough situations, and the journey of earning trust in a demanding industry.
How do you typically handle situations where a customer doesn’t seem to respect you or the work you do?
It can be really tough when a customer doesn’t value your expertise. I’ve had moments in retail where customers dismissed my advice outright, assuming I didn’t know enough. My approach is to stay calm and professional, focusing on providing accurate information or solutions. I remember a time when a customer questioned every suggestion I made about a product. Instead of getting frustrated, I patiently walked them through the details and even showed them some data to back it up. By the end, they seemed to appreciate the effort, even if they didn’t say it outright.
Can you share a specific experience where you felt disrespected by a customer and how you dealt with it emotionally?
Absolutely. Early in my career, I had a customer who refused to speak with me and insisted on talking to a male colleague, assuming he’d know more about tech products. It felt degrading, honestly, like my skills didn’t matter. I let my colleague handle the initial conversation but made sure to step in with key insights that only I had from working with that product line. Emotionally, I had to take a step back and remind myself that their behavior was more about their assumptions than my worth. That perspective helped me stay composed.
Have you noticed any common traits or patterns among customers who show a lack of respect?
I’ve definitely seen patterns. Sometimes, it’s tied to biases around gender or age—some customers assume younger staff or women in retail don’t have deep knowledge. Other times, it’s just a general attitude of entitlement, where they take service for granted. I’ve learned to spot these vibes early and adjust my approach, focusing on clear communication and demonstrating expertise without being confrontational. It’s not about proving them wrong but showing them I’m here to help.
How do you maintain your motivation and professionalism when dealing with particularly frustrating customer attitudes?
Staying motivated in those moments comes down to focusing on my purpose—helping people, even if they don’t see it right away. I remind myself that their frustration often isn’t personal; they might be having a bad day or dealing with their own issues. I take deep breaths, keep my tone steady, and stick to the facts. After a tough interaction, I might step away for a quick break to reset. It’s about protecting my own energy while still delivering top-notch service.
The idea of reframing a customer’s behavior to make it easier to cope with is powerful. Have you ever used this technique in your own work?
Yes, reframing has been a game-changer for me. There was a time when a customer was incredibly rude, cutting me off and dismissing my suggestions. Initially, I felt irritated, but then I tried to see it from their perspective—maybe they were stressed or felt out of control in their situation. That shift in thinking didn’t excuse their behavior, but it helped me respond with empathy instead of frustration. I ended up resolving their issue, and while they didn’t apologize, I felt better about how I handled it.
What are your thoughts on the concept that respect must be earned over time, especially with challenging customers?
I think there’s a lot of truth to that idea, though it can feel unfair at times. Customers often come in with preconceived notions, and it’s on us to break through those with consistent professionalism and knowledge. I’ve worked on earning respect by being transparent about my process and showing small wins—like solving a problem they didn’t expect me to handle. Over time, even skeptical customers start to trust you. It’s a slow build, but when it happens, it’s incredibly rewarding.
Can you tell us about a time when a customer who initially didn’t respect you came around to recognizing your expertise?
I had a customer once who doubted everything I said about an e-commerce platform they were struggling with. They kept saying they wanted to speak to someone “more experienced.” I stayed patient, broke down the technical aspects in simple terms, and even followed up with a tailored solution after our initial chat. A week later, they reached out to thank me, admitting they were impressed with how I handled it. That moment felt amazing because it showed me that persistence and genuine care can change someone’s perspective.
The suggestion to avoid trying to change a customer’s deep-rooted beliefs or prejudices resonates with many. How do you approach this in your interactions?
I agree with the idea of not trying to overhaul someone’s core beliefs—it’s usually a losing battle. My focus is on the task at hand, not on debating their worldview. I’ve had instances where a customer’s bias was clear, and confronting it only escalated the tension. Now, I prioritize de-escalation and results. I decide to let things go if it’s a one-off interaction, but if it’s ongoing, I might set boundaries by calmly asserting my expertise. It’s about picking your battles wisely.
What is your forecast for how customer expectations around respect and service will evolve in the coming years?
I think we’re heading toward a landscape where customers will expect even more personalized and empathetic service, which could raise the bar for how respect is shown on both sides. With digital interactions growing, there’s a risk of losing the human touch, so service professionals will need to double down on building trust quickly, even in brief exchanges. At the same time, I hope there’s a cultural shift toward valuing service roles more, as people recognize the skill and patience they require. It’s an area ripe for growth, and I’m optimistic we’ll see more mutual respect over time.
