Dealing with Difficult Customers #1
Dealing with Difficult Customers #1
Why do customers do this? There can be many reasons, of course, but it's usually one of two things. The first is that your customers aren't yet comfortable with the product or service you're offering, or the information you're providing. They're looking for reassurance that they're making good decisions.
The second reason is that they may not be entirely sure what they're looking for in the first place. They are attempting to determine their own needs by trial and error. Whichever the case, the solution is the same -- you need to take control by asking relevant, directed questions. Try to uncover what is truly important to them, so that the information that you provide is both relevant and persuasive.
The skill of answering customers' questions with directed questions of your own is perhaps the most valuable skill you can ever master. It helps you maintain control in a sales or service interview, and reassures your customer that you care, and are on the right track. For example, if your customer asks, "What's the difference between these two things?" you might respond with, "There are a number of differences. What will you be using it for?" The customer goes from asking questions to answering questions, and you, the serviceperson, have greater control over the conversation. You'll be amazed at how quickly this technique can turn "difficult" customers into loyal, long-term customers.
Dealing with Difficult Customers 1 - To learn more about this author, visit Shaun Belding's Website.
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Every now and then you bump into customers who just can't seem to get enough information from you. Their seemingly endless series of questions eat up huge amounts of your time - which can be particularly frustrating when you work in a very busy environment.
Why do customers do this? There can be many reasons, of course, but it's usually one of two things. The first is that your customers aren't yet comfortable with the product or service you're offering, or the information you're providing. They're looking for reassurance that they're making good decisions.
The second reason is that they may not be entirely sure what they're looking for in the first place. They are attempting to determine their own needs by trial and error. Whichever the case, the solution is the same -- you need to take control by asking relevant, directed questions. Try to uncover what is truly important to them, so that the information that you provide is both relevant and persuasive.
The skill of answering customers' questions with directed questions of your own is perhaps the most valuable skill you can ever master. It helps you maintain control in a sales or service interview, and reassures your customer that you care, and are on the right track. For example, if your customer asks, "What's the difference between these two things?" you might respond with, "There are a number of differences. What will you be using it for?" The customer goes from asking questions to answering questions, and you, the serviceperson, have greater control over the conversation. You'll be amazed at how quickly this technique can turn "difficult" customers into loyal, long-term customers.
Dealing with Difficult Customers 1 - To learn more about this author, visit Shaun Belding's Website.
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Joe Dager is President of Business901, a progressive coaching company providing no-nonsense direction in areas such as Lean marketing and organized referral marketing. What others say: In the past 20 years, Joe and I have collaborated on many difficult issues. Joe’s ability to combine his expertise with “out of the box” thinking is unsurpassed. He has always delivered quickly, cost effectively and with ingenuity. A brilliant mind that is always a pleasure to work with.” - James R. If you want to learn more about Business901, start a conversation with us. We can be found @ Web/Blog: http://www.business901.com Web/Blog: http://www.FundingYourNonprofit.com http://www.linkedin.com/in/business901 – Linked In http://www.twitter.com/business901 – Twitter - Visit Joe Dager's Website |
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Bernard ReberBack in late 1992, MS Access hit the streets. About that time the company I managed needed new software to handle their growing client base and I decided to try this new product. I had little difficulty writing and adapting a database to suit us and discovered a hidden talent for programming. A business was born. With business studies and 25 years of management experience in three different countries under my belt, I could offer a unique combination of skills and my customers agreed. From these humble beginnings my software 'invoiceit' emerged in 1999 and has since been taken to 49 states (hello Wyoming, won't you join us?), all across Canada and more than 70 other countries. From the very beginning the program included cashbook accounting, the simplest form of keeping financial business records. The Dictionary.com defines 'cashbook' as "A 'book' in which to record money received and paid out". For 'book' substitute 'simple software' and that's what I'm about. Now I have published Simple Accounting, an inexpensive spreadsheet solution which even you can master. For just $14.95 it costs less than a takeout meal! More at http://www.scrambled-card.com/simple_accounting_main.htm - Visit Bernard Reber's Website |
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 Shaun Belding (Visit Shaun's Website) Shaun Belding is CEO of The Belding Group of Companies Inc, which includes divisions, RetailTrack Mystery Shopping & Consulting(www.retailtra ck.com) and Belding Skills Training & Development (www.beldin gskills.com). The companies are global leaders in training, developing and measuring customer service skills. Shaun is recognized as one of the world's leading experts on strategies for dealing with difficult customers and difficult situations. His four "Winning with the ... from Hell" books, including the international best-selling "Winning with the Customer from Hell - a survival guide", are published around the world in eight languages.
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