Difficult customers

Difficult customers How to Deal With a Difficult (or Angry) Customer: 16 Tips

6. Remember that anger is natural.Ever thrown out a price or time investment required, and watched your customer become ...
25/11/2022

6. Remember that anger is natural.
Ever thrown out a price or time investment required, and watched your customer become frustrated, maybe even angry, at how high it was? Or maybe you've been on the other side? A customer tells you how much they want to pay for your new product upgrade, and it's so low it makes you mad.

5. "Chunk" the problem.Chunking is the process of taking one big problem and breaking it into several smaller, more mana...
25/11/2022

5. "Chunk" the problem.
Chunking is the process of taking one big problem and breaking it into several smaller, more manageable portions. These small portions are easier for us to tackle, and make us more willing to begin dealing with the issue at hand. Many people use chunking to organize their daily tasks or help to manage challenging problems.

Example of letting go of fear:So, instead of apologizing, slapping together a mediocre fix, or validating feelings, say,...
25/11/2022

Example of letting go of fear:
So, instead of apologizing, slapping together a mediocre fix, or validating feelings, say, "It's unfortunate X happened. I'm aware of how this is affecting your business, and I appreciate your patience as I work to resolve this matter."

First, let go of the idea that you need to fix anything. When sitting down with a difficult customer, your job is to lis...
25/11/2022

First, let go of the idea that you need to fix anything. When sitting down with a difficult customer, your job is to listen, understand, and discern the next steps; not immediately produce a solution.

Fear of a negative outcome drives many of our reactions. Commonly, fear makes us want to control things. If a customer i...
25/11/2022

Fear of a negative outcome drives many of our reactions. Commonly, fear makes us want to control things. If a customer is being difficult, there is a fear of challenging them and damaging the relationship. If a customer expresses displeasure with your timeline or pricing structure, the fear is we might not be able to fix the situation.

Customer: "I'm frustrated because we have a limited budget and you're unwilling to offer us a discount."Customer Success...
16/11/2022

Customer: "I'm frustrated because we have a limited budget and you're unwilling to offer us a discount."

Customer Success Manager: "So, what I'm hearing is that our pricing is a barrier for your business. Your budget is tight, and I'm not offering a discount that meets your needs. Is that correct?"

Customer Success Manager: "I understand, but … "You know the conversation above isn't going to end well.Instead, practic...
16/11/2022

Customer Success Manager: "I understand, but … "

You know the conversation above isn't going to end well.

Instead, practice reflective listening. Reflective listening requires that you understand what the other person is saying by interpreting their words and their body language. Once you’ve analyzed the situation, then you respond by reflecting the thoughts and feelings you heard back to your customer.

When you're upset, does someone saying, "I understand," make you feel better? I didn't think so. This kind of broad stat...
16/11/2022

When you're upset, does someone saying, "I understand," make you feel better? I didn't think so. This kind of broad statement will not calm the customer down. Take the following scenario:

Customer: "I'm frustrated because we have a limited budget and you're unwilling to offer us a discount."

Often, difficult or even angry customers aren't expressing frustration with you. These emotions are tied to external sit...
16/11/2022

Often, difficult or even angry customers aren't expressing frustration with you. These emotions are tied to external situations and psychological stimuli. So, put your great communication skills to work, draw on your superpower of reading the situation, and use these eight psychological tips for managing difficult customers to save your customer from churning.

Crossed arms, heavy sighs, and short replies are some of the physical signs customers show when they're losing interest ...
16/11/2022

Crossed arms, heavy sighs, and short replies are some of the physical signs customers show when they're losing interest in what you're saying; and your shot at keeping their business might be fading fast.

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