From the course: Customer Service in the Field (2017)
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Dealing with difficult customers
From the course: Customer Service in the Field (2017)
Dealing with difficult customers
- Imagine you've got an angry, difficult, disgruntled customer on your hands. He seems impossible to please. What do you do? How do we deal with people who are really challenging? Here are two of the best things you can do to ensure your people are prepared. First, use role playing. As a manager or owner, after you see a specific situation and how it was handled, do an on-the-spot role play once the customer has left. Provide feedback on the different ways to respond. Now that's using role playing as a reactive approach, but all great business efforts come from being proactive. So proactively use role playing through developing a corporate script book. You do that by working with your team to consider your business. Create a list of the most common complaints, criticisms and feedback. Then develop a process or a script for how those situations should be handled. Keep in mind, when I use the word script, I'm not talking about words that must be used verbatim. Instead, a script should…
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