Dealing with difficult customers can be draining, time-consuming and emotionally exhausting. Try shifting your perspective and you may find a more effective solution for their needs. First, listen. Actively and attentively. There is body language involved: sit up straight without hovering over them. Paraphrase what they’ve said so that they know you’ve heard their points, and offer alternatives when appropriate. Listen Problem customers have a way of challenging your company’s ability to serve customers’ needs or expectations, even as you are dealing with their challenges. In moments of facing those challenges full on, it is easy to lose sight of the fact that listening is a bi-directional process. One useful strategy that allics those working with angry customers is simply to p...
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