Dealing with Difficult Customers: How to Turn Demanding, Dissatisfied, and Disagreeable Clients Into Your Best Customers
- 4h 50m 41s
- Noah Fleming, Shawn Veltman
- Brilliance Publishing
Whether you're in the trenches or the boardroom, you're going to encounter demanding, dissatisfied, and disagreeable customers. Are your people (and you) prepared to deal with them?
Ignore a valid complaint and you could be the next viral sensation for all the wrong reasons. But give in to every demand and you may be consumed with the often petty complaints of your worst customers and wind up pandering to them with freebies, discounts, and special attention. That will cost you time and money, and perhaps worse, do little or nothing to solve the root problem.
What if the customer's dissatisfaction was the result of your sales procedures, your lack of training, or the expectations gap created by your marketing people, not the customer's fault at all? What if you could turn those customers into your best customers by making a few simple changes?
In this Audiobook
Chapter 1: Defining the Difficult Customer
Chapter 2: Managing Expectations: What They Want vs. What You Deliver
Chapter 3: Buying vs. Selling: Creating Greater Alignment
Chapter 4: Understanding Problem Children and Hungry Hippos
Chapter 5: The Three Disciplines of Excellent Customer Service Organizations
Chapter 6: Internal Benchmarking
Chapter 7: Role-Play Exercises: Dealing With the Most Difficult Customers
Chapter 8: How to Be Your Own Worst Customer
Chapter 9: The Customer Success Toolkit