Business People Club

Search All Topics !

How to deal with difficult people?

0 like 0 dislike
135 views
Posted by Finderpros
Sometimes its hard to deal with difficult people. Any tips?

Your comment

Your name to display (optional):
Privacy: Your email address will only be used for sending these notifications.
Anti-spam verification:
To avoid this verification in future, please log in or register.

1 Comment

0 like 0 dislike
commented by Tabooccaneer
When was the last time you had to deal with a difficult customer? It was probably and external customer but perhaps it was an internal customer, such as a member of your team, a colleague or even - your boss!

I'm sure that you always want to provide exceptional service to both your internal and external customers. However, in the real world, things go wrong and mistakes are made. These "customers" will often judge your level of service based on how you respond to a mistake. Do it well and they'll probably forgive you and possibly even say positive things about your business or your abilities to other people.

The important thing to realize when dealing with an upset customer, be they internal or external, is that you must -deal with their feelings, then deal with their problem. Upset customers are liable to have strong feelings when you, your product or service lets them down and they'll probably want to "dump" these feeling on you.

You don't deal with their feelings by concentrating on solving the problem, it takes more. Here are 5 action ideas that deal with the customers' human needs:

1 - Don't let them get to you - Stay out of it emotionally and concentrate on listening non-defensively and actively. Customers may make disparaging and emotional remarks - don't rise to the bait.

2 - Listen - listen - listen - Look and sound like your listening. The customer wants to know that you care and that you're interested in their problem.

3 - Stop saying sorry - Sorry is an overused word, everyone says it when something goes wrong and it's lost its value. How often have you heard - "Sorry 'bout that, give me the details and I'll sort this out for you". Far better to say "I apologize for ......" And if you really need to use the sorry word, make sure to include it as part of a full sentence. "I'm sorry you haven't received that information as promised Mr Smith". (It's also good practice to use the customers name in a difficult situation).

4 - Empathize - Using empathy is an effective way to deal with the customers feelings. Empathy isn't about agreement, only acceptance of what the customer is saying and feeling. Basically the message is - "I understand how you feel". Obviously this has to be a genuine response, the customer will realize if you're insincere and they'll feel patronized. Examples of empathy responses would be - "I can understand that you're angry", or "I see what you mean". Again, these responses need to be genuine.

5 - Build rapport - Sometimes it's useful to add another phrase to the empathy response, including yourself in the picture. - "I can understand how you feel, I don't like it either when I'm kept waiting". This has the effect of getting on the customer's side and builds rapport. Some customer service people get concerned with this response as they believe it'll lead to - "Why don't you do something about it then". The majority of people won't respond this way if they realize that you're a reasonable and caring person. If they do, then continue empathizing and tell the customer what you'll do about the situation. "I'll report this to my manager" or "I'll do my best to ensure it doesn't happen in the future".

Make no mistake about it; customers, be they internal or external, are primarily driven by their emotions. It's therefore important to use human responses in any interaction particularly when a customer is upset or angry. If customers like you and feel that you care, then they're more likely to accept what you say and forgive your mistakes.

Related posts

0 like 0 dislike
1 Comment 185 views
How to deal with angry customers?

How to deal with angry customers?

Posted by TwinNut
0 like 0 dislike
1 Comment 131 views
How to deal with nasty customers?

How to deal with nasty customers?

Posted by Knightmare
0 like 0 dislike
1 Comment 197 views
How to promote relationships with public?

How to promote relationships with public?

Posted by Mosquiche
0 like 0 dislike
1 Comment 198 views
how to build strong relationship with your clients?

How to have lasting relationship with clients?

Posted by Knightmare
0 like 0 dislike
1 Comment 162 views
How to have lasting relationship with clients?

How to have lasting relationship with clients?

Posted by BumblingBee
0 like 0 dislike
1 Comment 126 views
What to do with upset customers?

What to do with upset customers?

Posted by Prepatriarch
0 like 0 dislike
1 Comment 192 views
How to deal with accident injury claims ?

How to deal with accident injury claims ?

Posted by Sassassin
0 like 0 dislike
1 Comment 147 views
How to Deal With Salespeople?

How to Deal With Salespeople?

Posted by GrizzlyFlash
0 like 0 dislike
1 Comment 160 views
How to find customers for my home based business?

I want to find more customers for my home based business. Any tips?

Posted by Knighthawk
0 like 0 dislike
1 Comment 276 views
How to explain your product or service to online customer?

How to explain your product or service to online customer?

Posted by Slayerk
0 like 0 dislike
1 Comment 413 views
How to evaluate your customer?

How to evaluate your customer?

Posted by Emufasa
0 like 0 dislike
1 Comment 143 views
How to respond to customer complain letters?

How to respond to customer complain letters?

Posted by PerfumedNecromancer
0 like 0 dislike
1 Comment 144 views
How to know if you are Serious about Customer Service?

How to know if you are Serious about Customer Service?

Posted by Celestiger
0 like 0 dislike
1 Comment 159 views
How to handle customer complaints ?

Handling customer complains effectively, any suggestions?

Posted by LovableStorm
0 like 0 dislike
0 comments 115 views
Angry customers - what can we do with them

"You are the worst company I have bought from!" - writes the client. Oops, bossss! What should I write back? It is very ... do business with you again if you resolve the complaint in their favor.

Posted by SilkPredator
0 like 0 dislike
0 comments 153 views
Three places to find new clients without a lot of work

1. Don't ignore your own "Acres of diamonds" - ask your existing clients to refer some of their family, friends and ... potential clients by providing a quality product or service that they need.

Posted by LovableStorm
0 like 0 dislike
0 comments 108 views
Publicists: It's Time to Embrace the Technology of Online Press Kits

So you have a cell phone, a Palm Pilot, an automated office complete with teleconferencing, remote-access, Web site and e-mail addresses ... the media. The media loves that - and so will your clients.

Posted by LovableStorm
0 like 0 dislike
0 comments 141 views
Five Reasons to Use Customer Phone Surveys

Consumers are the life line of any successful business and you can learn a great deal of information from them. If you ... conduct phone surveys with your customers but the information is priceless.

Posted by Conjursa
0 like 0 dislike
0 comments 216 views
Increase Profits by Marketing to Existing Customers

Business owners want more leads, more customers, more sales. It sounds logical: attract more customers and more sales will follow, ... quick fix solution to achieve the profit and success you want.

Posted by FrighteningTwinkles
0 like 0 dislike
1 Comment 150 views
What is the key to customer loyalty?

What is the key to customer loyalty?

Posted by Camella
0 like 0 dislike
1 Comment 167 views
How to close that consulting deal?

How to close that consulting deal?

Posted by ForceSoldier
0 like 0 dislike
0 comments 145 views
Top 10 Things People Do Wrong at Interviews, And How To Avoid Them

A face-to-face interview is the most stressful part of the job search for many individuals, but it is also a critical component ... your interest and inquire about the next step in the hiring process.

Posted by Madept
0 like 0 dislike
1 Comment 211 views
How to look for the right asset management people ?

How to look for the right asset management people ?

Posted by FlamboyantChomper
0 like 0 dislike
1 Comment 204 views
How to Have The Right People To Organize Your Event?

How to Have The Right People To Organize Your Event?

Posted by Conjursa
0 like 0 dislike
1 Comment 137 views
How To Interview Sales People Successfully?

How To Interview Sales People Successfully?

Posted by Dragonig
0 like 0 dislike
1 Comment 189 views
How To Motivate People To Buy?

How To Motivate People To Buy?

Posted by Knighthawk
0 like 0 dislike
0 comments 154 views
6 Tips for Keeping Your Cool When Customers Get Hot

1. Be assertive - not aggressive or passive. My definition of assertion is simple: "Say what you mean, mean what you say, and ... tips will position you to keep your cool when customers get hot!

image
Posted by Slayerk
0 like 0 dislike
0 comments 121 views
Evaluate Your Customer

Evaluate Your Customer When a customer walks into your office, don't sell them the first product that comes to mind. Sit them ... the authors name and reference links are kept in tact and active.

Posted by Knighttime
0 like 0 dislike
0 comments 132 views
Are you Serious about Customer Service

Is your online company really serious about Internet customer service? When it comes down to it, excellent customer service is pretty ... would like to convert visitors to buyers and improve your ROI.

Posted by Hawkward
0 like 0 dislike
0 comments 131 views
Why Educated Consumers are Better Customers

Educated Consumers Not too long ago, a colleague asked me why we invest so heavily in consumer education. We have made a ... customers. Permissions: Permissions and notification of use not required.

Posted by PerfumedNecromancer
0 like 0 dislike
0 comments 184 views
Learning The Process Of Order Fulfillment

The goal of most businesses is to profit and give out the best products and services that they can offer to customers. For companies ... to benefit you, your company and the people that you serve.

Posted by Richard S.
0 like 0 dislike
0 comments 217 views
Death Of A Salesman? It’s What Happens When The Customer Says “I’ll Think It Over!”

Michael Jordan said Obstacles don't have to stop you. If you run into a wall, don't turn around and give up. Figure out how to climb ... you think out loud so I can hear you' are my present to you.

Posted by BeautifulWolf
0 like 0 dislike
0 comments 143 views
The Importance of Good Feedback

Getting good feedback from customers and employees is vital for any business that expects to grow. Without knowledge, business ... and feedback is the ultimate way to make educated decisions.

Posted by Oystrich
0 like 0 dislike
0 comments 140 views
What Clients Want

A potential client calls and wants a website, as a web developer you are more then happy to help. You show them your work, explain ... for them but teach them what it takes to be an online success.

Posted by Octopuppy
0 like 0 dislike
1 Comment 212 views
Flexible Payments Mean Happier Customers

Flexible Payments Mean Happier Customers

Posted by SilkPredator
0 like 0 dislike
1 Comment 180 views
Why should you use customer phone surveys ?

Why should you use customer phone surveys ?

Posted by BeautifulWolf
0 like 0 dislike
0 comments 180 views
Problems With Spam? Learn How To Treat It

The first step in your antispam campaign may well be to understand spam and how it works. Spam is usually defined as unsolicited e-mail ... ." Wrong! They're spammers and you're now on their list.

Posted by AmazingKitty
0 like 0 dislike
0 comments 226 views
How To Effectively Market With Video On The Web

Online video publishing has indeed taken the Internet by storm in recent years, making the use of video for marketing, promotion ... video communication through video publishing & sharing on the web.

Posted by HairyFoal
0 like 0 dislike
0 comments 151 views
How To Increase Traffic To Your Website: Increasing Sales With More Traffic

When all is said and done, the marketing principles that apply in the brick and mortar world have similar applications in ... You will enjoy true online business success today and tomorrow.

Posted by GardenParrot
0 like 0 dislike
1 Comment 194 views
How to automate your business with autoresponders?

How to automate your business with autoresponders?

Posted by PlushSeal
0 like 0 dislike
1 Comment 229 views
How to Build a Home Business with a Minimal Investment?

How to Build a Home Business with a Minimal Investment?

Posted by Catnip
0 like 0 dislike
1 Comment 210 views
How to Open An Online Jewelry Store With Jewelry Wholesale

How to start wholesale jewelry store online?

Posted by SilentTrooper
0 like 0 dislike
1 Comment 228 views
How to Sell With Branding

How can i sell more by branding my products and services?

Posted by ShowDolphin
0 like 0 dislike
1 Comment 225 views
how to get started with ebay?

I want to start selling on ebay?

Posted by FrighteningTwinkles
0 like 0 dislike
0 comments 143 views
How To Get Massive Free Advertising With Ezines?

How does ezine work and how can i get advertise with it?

Posted by Explorer

online business.png

Connect with us:
...