Dealing With Difficult Customers Personal Use Ebook

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The customer’s face reddened and he began spluttering, “What do you mean a ‘Monday morning’ phone? I was told these were high quality precision engineered in a factory!”

He wanted to speak to my boss. Who was not very happy when he heard what I had said.

The mistake I had made was to answer by rote with a solution that had pleased a completely different type of customer, when what I should have done was listen to what this customer was actually saying to me and by listening, recognizing what was important to that particular customer and using that knowledge to focus on the issue from his point of view.

Calming Down Your Customer

It can be difficult to remove your feelings from a situation when your customer is exploding in anger. After all, we can certainly ignore a jibe or two – and we can continue to try to bring the focus of the disagreement to bear on the product rather than the person – but what happens if the customer’s anger just doesn’t let up?

This very simple technique will help calm your customer: repeat their words back to them. Not the angry ones, but the ones you have gathered are at the root of the problem when you were actively listening.

By repeating those words back in sentences such as “I understand that you feel the product should do X, when in fact it is doing Y,” or “I agree that this should have been delivered to you on Monday and that by not receiving it until Thursday it has caused you considerable inconvenience,” you are showing the customer that you are listening to him and are focusing on the root of the problem. You are coming across as someone who is taking responsibility for the issue.

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• License: Personal Use
• Category:Ebooks
• Tags:2016 Ebooks Personal Use