Difficult Customers Case Study

DEALING WITH DIFFICULT CUSTOMERS

If you are in the process to interact with customers, you need to be prepared for the fact that sooner or later you will fall hard customers. Work with them psychologically difficult, but not impossible to work - refusing to work at times fraught with loss of not only money but also reputation. How to deal with difficult customers?

In fact, difficult clients at everyone. By this, what exactly do you think customers "difficult", you can determine over what you need to work. Someone succumb to brutality and aggression, and someone lost when he needed help to make a choice hesitant client. Plus its difficult customers in every type of business, and this is determined by the "difficulty" is its specificity. But

HOW TO DEAL WITH DIFFICULT CUSTOMERS

Probably asked this question ten different people working in the field of trade and services, we will get ten different answers. After evaluating another person, we usually start from personal preference; and since we are all different from each other - and the approach to the assessment in each case will be different. Nevertheless, there are three types, which converge almost everyone who answers this question.

1. Overly talkative client. On the one hand, the fact that it gives a lot of information about themselves is certainly positive - it can be used to determine the latent needs of the client in the purchase and subsequent presentation of the goods or services. On the other hand, such a customer

a) takes a very large amount of time, sometimes using the seller / sales manager as a free psychoanalyst;

b) discourages other customers who would like to contact the dealer / sales manager with a question or a request, but seeing that he was busy with a customer and it looks like a long time, do not want to wait and