Bacal & Associates - Meeting your customer service needs for almost two decades
Top : Difficult People : Page 2: Difficult people make difficult customers. Learn about what makes difficult people tick, and methods to deal with them.
Articles:
Winning Over a Difficult Customer- by John Wiley
Some service providers feel uncomfortable apologizing to the customer because they see it as an admission of guilt. Saying "I'm sorry" to a customer does not imply that you or your company did anything wrong; it simply conveys that you are genuinely sorry that the customer has had a bad experience. By using a genuinely warm and caring tone, you enhance the meaning and effectiveness of empathic phrases.....from 'Customer Service For Dummies', 2nd Edition
(Added:
7-Mar-2006
Hits:
366
)
Trying Times - Difficult Customer Types- by Barry Farber
Every once in a while, you'll meet difficult customers. Question is, are you prepared to take them on? A short article outlining several different kinds of difficult customers.
(Added:
5-Jun-2005
Hits:
865
)
Why is self-control so important when dealing with difficult customers?- by Robert Bacal
If you allow angry, difficult or obnoxious customers to cause you to get angry and lose self-control, you're going to lose. Find out why self-control is essential in those tough customer service situations.
(Added:
21-Oct-2006
Hits:
985
)
Demanding Customers- by Chuck Martin
Businesses are facing higher customer expectations today, but feel they are rising to the challenge. And, the majority of smaller companies say they are meeting customer expectations extremely well.
In a survey over a base of 2,000 senior executives and managers nationwide, 85 percent of respondents say their customers' expectations are higher than two years ago.
(Added:
26-May-2005
Hits:
903
)
Difficult Customers - There's No Such Thing- by Alan Fairweather
Well if there is no such thing as a difficult customer, who is making the sales or service interaction difficult? If your job entails selling a service or product, this article asks you to take a look at how you interact with your customers. The author lists several reasons why you may be turning a pleasant customer into a difficult customer.
(Added:
18-May-2006
Hits:
1070
)
Article: Dealing with Difficult People, Part 2- by Daniel Robin
This article will help you understand how "difficult behaviors" in colleagues and customers keep us from doing our best work, and offers strategies for doing something about it.
(Added:
10-May-2001
Hits:
494
)
Categories:
Suggested Books(2) There are some excellent books you can use to increase your ability to deal with difficult people. Here are our recommendations.
