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
- Follow-up
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.
-
Towards a Smarter Nation
Does Australia have a tendency to look simplistically at complex issues,then draw the wrong conclusion?
-
Employees on a Safe Path to Company Growth
Scott Blanchard says people can have positive intentions towards the company and the work they do, but only if they have a sense of well-being.
-
Lockdown jitters
The ferocity of the virus numbers of the US is seeing markets taking a more pessimistic short term view, despite positive vaccine news, says NAB’s Gavin Friend.
