Developing Customer Service Skills For 30+ Years
Convenience is THE most important factor that affects many buying decisions Convenience IS The Most Powerful Element Determining Consumer Choice Where does convenience fit in the hierarchy of factors that determine consumer behavior? One issues I’ve talked about in the past is that we in…
How to validate management decisions to avoid the pain of unintended consequences A Simple Method To Look For Unintended Customer Service Consequences Before They Become Damaging In our FAQ on how management decisions can create huge barriers — unintended consequences — to the delivery of…
Many times, customers want to be heard and treated as important even if you can’t solve their concern What do angry customers really want from me? Sometimes it seems that it’s impossible to figure out what an angry customer really wants from you and…
Civility seems to be dying out, particularly when customers get frustrated at not getting what they want, when they want Why are some customers so darned difficult and rude? It’s understandable that customer service providers often ask this question: Why do customers act so rudely…
It’s not fair, but it’s reality. Customers blame you because you are handy, even if you aren’t doing anything blame worthy Why do angry customers pick on me, when I don’t make the rules? It’s very frustrating to encounter customers who aim their anger and…
When your customer believes you are on the same side, the amount of abuse drops to almost nothing How do I use the “We Technique” to send a message I’m working with the difficult customer? Dealing with abusive or difficult customers involves using a number…
How to get a customer who is on the phone, and angry, to stop and listen so you can help I deal with angry customers on the phone. How can I get them to stop talking at me, and start listening? If you deal with…
Surprising behavior stops the other person from running on an abusive auto pilot by pushing him or her to THINK! How can I use surprise as a way to stop an angry or abusive customer from talking at me? One of the biggest challenges in…
Lose control over your own emotions and everyone ends up losing. Why is self-control so important when dealing with difficult customers? When you have anger or aggressiveness directed at you, there’s a natural tendency to respond to the angry customer with your own anger, aggression…
Continuous improvement means learning from our defusing mistakes and successes How can I continue to improve my ability to deal with difficult, aggressive, and insulting customers? Even if you use our Defusing Hostile Customers Workbook, or attend a seminar on the topic of dealing with…
