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| *Ostroff, Fair and Company>>>Marketing & Sales |
How to deal with difficult customers? |
How to deal with difficult customers? if they are fussy or try to complain to you about your products, at least its a good sign. meaning so long you overcome these minor problems,they will continue to use your products and services. too often,we get worked up by customers as we are judging from inside who is right or wrong, when customers complain or are fussy, just pin point on solving the problem not on whether is she right or not. keep your cool, hear them out. sometimes they just want to voice out, a listening ear. repeat information from them, ask for the solutions from their mouths. listen beyond what they are trying to tell you. are they hoping to get some freebies? or are they waiting for appreciation from you, a thank you note perhaps? or is the price slightly higher and need adjustment. look beyond pictures and see buying signs. hope it helps, good luck Kill them with kindness 1. Hear them out. People want to be heard most of all. 2. Make sure you have all of the facts straight. 3. Offer the different options available to you. 4. Try to reach a compromise with the customer. Most of all, no matter how ugly the customer gets, remain calm and collected, make eye contact, and speak clearly and normally. Be wary of people as well. These days, you never know what someone will do. Auto parts salesman (woman) Both of the above are excellent advice. Just remember, put yourself in their position and try to empathize without giving away the house. I don't know what you sell, but remember, the customer most likely does not know the ends and outs of your business. Keep a smile on your face, and you should be able to turn them. PS, don't forget to do what you say you will do! If you say you will call them back in 15 minutes, call them back in 10. Promise less so you can deliver more! First of all, don't let them get to you. Make sure that even if they're emotional, you keep a level head and deal with the problem rationally and professionally. Secondly, LISTEN to what they have to say. This can be very helpful, as you not only hear what they're saying, but also what they aren't saying. For example, I had a customer complaining that he was receiving the wrong size product. After a few minutes of talking, I found out his real frustration was that his storage area wasn't built properly and won't hold larger product. Finally, try to see it from their point of view. Explain to them that you do, and inform them of your solution to the situation. Many times, if you correct a problem successfully, the customer will feel more comfortable with your service in the future. 10 years in sales. |
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