Guide to Handling Difficult Customers
The Guide to Handling Difficult Customers takes readers through seven steps to transform a dissatisfied customer into a satisfied, loyal, long-term customer who knows your company can be counted on.
Read the sample below to see how much useful information is packed into a brief section of this guide.
Keep difficult customers in perspective
Its happened to everyone who works in customer service. You answer the phone or say hello and the customer is angry right from the start. These customers raise their voices, use abusive language, wont listen to reason, or are simply rude. Its very easy to fall into the trap of taking such behavior personally and becoming defensive, angry or inflexible. But its your job to take customer calls or work with them in person — all types of customers with all types of attitudes.
The most important thing to remember is that difficult customers are relatively few and far between. Its just that those unpleasant interactions loom large in our memories.
When you do encounter a customer who is truly angry and upset, there are a series of basic actions you can take to calm the customer, resolve the problem and maintain your own professionalism. These techniques apply when you are working with internal customers (members of your own department or organization) or with external customers (customers outside of your organization).