Difficult customers are a fact of life — whether they’ve got a genuine gripe about your company, or they got out the wrong side of the bed. Or maybe they’re just that sort of person.
Kurt Newman, co-founder of Sales Consultants, has six rules he says you need to follow when dealing with these customers:
- Don’t take it personally
- Acknowledge the customer
- Actively listen
- Emphathise and ask questions
- Find a solution and ask for feedback
Kurt explains each of these steps in this edition of BTalk. Follow these and you might turn an aggrieved customer into one of your greatest supporters.