Product 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
- Don’t take it personally
- Be professional
- Cooperate and collaborate
- Part 2: Getting back to basics
- Greet the customer
- Connect with the customer
- Listen with your full attention
- Part 3: Special skills
- Show you care
- Apologize if appropriate
- Ask short, guiding questions
- Find something to agree on
- Part 4: Advanced techniques
- Use positive language
- Allow the customer to make small decisions
- Know what you can offer
- Part 5: Breakthrough techniques
- Transfer the customer
- Take a timeout
- Draw the line