Description
It’s hard to keep your cool when dealing with difficult customers. After all, it’s only human to get defensive and fight back — or cave in and give customers whatever they demand.
What reps need instead is a plan.
In just 20 minutes the cast of this engaging video illustrate how to remain calm, turn around angry customers, and resolve their problems.
While chatting in a typical breakroom the cast covers a five-part approach to handling difficult customers, which includes:
- Part 1: Your own attitude
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- Don’t take it personally
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- Be professional
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- Cooperate and collaborate
- Part 2: Getting back to basics
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- Greet the customer
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- Connect with the customer
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- Listen with your full attention
- Part 3: Special skills
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- Show you care
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- Apologize if appropriate
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- Ask short, guiding questions
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- Find something to agree on
- Part 4: Advanced techniques
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- Use positive language
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- Allow the customer to make small decisions
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- Know what you can offer
- Part 5: Breakthrough techniques
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- Transfer the customer
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- Take a timeout
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- Draw the line