Feedback Form

Dealing with Difficult Customers #2

Dealing with Difficult Customers #2

Some customers, when upset with you, your product or your company, just don't seem to want to listen to what you have to say. Even after you've tried to explain things, their rants pick up where they left off, as if you'd never said anything at all. It's all you can do to keep from shouting at the top of your lungs, "If you'd just stop talking and listen, I might be able to help you!"

There are two things likely happening here that you need to be aware of. First, your customer has probably been stewing over the issue for some time, and has created a 'script' that's been running over and over in her head. She's got things to say, and by gum, she's going to say them! Second, she isn't quite convinced that you really understand the problem yet.

The secret to dealing with All Talk & No Listen is to use effective Prompting and Echoing techniques. Here's how they work:

1. As she's talking, instead of trying to interrupt or shorten her 'script', (as tempting as it can be) use words and very brief phrases which prompt her to get everything off her chest. (eg. "really?" "Oh no," "Is that right?" "How terrible!"). Then listen very carefully to what she has to say. This gives her the satisfaction of getting through her script, as well as giving her the sense that you really do care about her and her concerns.

2. When she has made an important point, echo it back to her as close to word for word as possible. This sends the message that you actually understand her concerns, and will help prevent her from feeling the need to repeat herself. For example, if she says, "it broke after just one day!" you might respond with "oh, no, it broke after just one day?" (Note: Be careful of your tone of voice!)

You may be surprised at how effective these two simple techniques can be. And, the great thing about All Talk and No Listens is that, once you win them over, they often become your greatest ambassadors!





Dealing with Difficult Customers 2 - To learn more about this author, visit Shaun Belding's Website.

Like this article? Share it with your friends

Related Forum Posts Article Feedback
Article Feedback No article feedback found.
Leave Your Feedback

Related Articles Related Articles
Ten Key Facts About Dealing With Difficult People You Must Know
  The tendency is to come at this is from two opposing sides. Two adversaries locked in a battle for survival. It is scary when Dealing with Difficult People! Yet there are steps forward you can take...
Ten Ways To Be Better At Dealing With Difficult People
  Dealing with difficult people is critical if you are to manage the rest of your team and business to the max. Yet sometimes, just one person can demand your attention, in one way or another, in a way more disproport...
CAN TWO SALESPEOPLE REALLY BE THAT DIFFERENT?
  A quick look at whether one salesperson is really that different from another.
Dealing with Sales Objections: Competitors
  Competitor related objections often prove to be some of the more difficult objections that salespeople have to deal with. This is borne out by the fact that a lot of sales trainers continue to preach wishy-washy sal...
How to successfully deal with difficult people....part 2
  ...by Knowing your Emotions, creating Space and using each encounter as an opportunity for growth

Related Forum Posts Related Forum Posts
Re: Two Useful Books To Help You Focus On The CLIENT Re: Two Useful Books To Help You Focus On The CLIENT
Re: how many hours do you spend in here per day? Re: how many hours do you spend in here per day?
Re: 10 Tips to Start an Online Business Re: 10 Tips to Start an Online Business
Young Entrepreneur in International trading Young Entrepreneur in International trading
Depressed Entrepreneurs Depressed Entrepreneurs
Re: how many hours do you spend in here per day? Re: how many hours do you spend in here per day?
Simple way to avoid Cold Calling Simple way to avoid Cold Calling
Re: How do you create the WOW factor in business? Re: How do you create the WOW factor in business?

Related Forum Posts Related Businesses - Evan Elite Authors
Joe Dager
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

Bernard Reber
Back 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


To learn more about the Evan Elite Author Program please contact us.

About The Author


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.
About The Author

View Author Blog
View Author Blog

View Author Video
View Author Video

Free Downloads


Shaun Belding's

Complete
List Of
Sales
Articles

First Name
Last Name
Email
Which is bigger?
Giraffe or Mouse
 
If you enjoyed this article, get Shaun Belding's Complete List of Sales Articles For FREE!

More Shaun Belding
Dealing with Difficult Customers 1
Dealing with Difficult Customers 2
THE IMPORTANCE OF REDUCING AND RESOLVING CUSTOMER CONFLICT
How To Win Back A Customer
Dealing with Difficult Customers 4
Dealing with Difficult Customers 5
Become An Author


 
 
 



Have A Suggestion?
Toronto Salsa Classes / Toronto Salsa Lessons Email us your ideas on how to make our website more valuable! Thank you Sharon from Toronto Salsa Lessons / Classes for your suggestions to make the newsletter look like the website and profile younger entrepreneurs like Jennifer Lopez and Sean Combs!
Have A Suggestion?

Featured Ebook


ebook Famous Entrepreneurs - Modern Empire Builders


Featured Ebook

More Evan Carmichael
Have A Suggestion?


Sales Lessons From Starbucks And Dell