Difficult customers - there's no such thing

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knock something off price, isn't answer. Sometimes you may not have an answer and customer is going to hear "NO". However as you're aware, it's how you say "NO" that matters. Let's consider some of reasons customer interactions go wrong and why they may become more "difficult". * We don't care. - We don't sound or look as if we care, are concerned or appreciate customer's situation. Maybe you do care, however you've really got to say caring words and look and sound as if you care. After all, customer can't read your mind. * We don't listen. - Too often we try to jump in with solutions and don't allow customer to vent their feelings. Again we need to show customer that we're listening by what we say, how we say it and our body language. * We let customer "get to us". We often allow customers attitude to irritate or annoy us. This becomes obvious to customer, again through our tone of voice, our body language and only fuels a difficult situation. * We use wrong words. - There are certain trigger words that cause a customer to become more difficult. Some of these are "cant, have to, sorry 'bout that". Even your organisation's jargon can have a negative effect on a customer interaction. * We don't see it from customer's point of view. - Too often customer service people think customer is making too much of a fuss. They think - "What's big deal, we'll fix it right away". The thing is, it is a big deal for customer and they want us to appreciate that. Customers will often judge level of your service based on how well you recover from a difficult situation and they're very likely to forgive you if you do it well.

Discover how you can generate more business without having to cold call! Alan Fairweather is the author of "How to get More Sales without Selling" This book is packed with practical things that you can do to – get customers to come to you . Click here now http://www.howtogetmoresales.com/Without%20Selling.htm

Hold onto what you've got

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information and occasionally 'phone them. When they contact us we need to make sure we sound warm and friendly, pleased to hear from them, efficient and maybe even look and sound like we're fun to do business with. It's not a lot different from our personal relationships. If we don't keep telling people close to us how much we care and keep writing and 'phoning, then we shouldn't be too surprised if they leave us one day. Use logic and emotion to keep your customers. Give them best products and service and give great value for money. However, always remember, your competitors will be doing much same thing. The difference will be determined by how you communicate with your customers on an emotional level, either face to face, on 'phone, by letter or email. I bought a new car from a local dealer a few years ago. I've never heard from them since. A dealer for same brand of car fifty miles away writes regularly with details of special offers. They send a regular news letter and occasional very courteous 'phone call. I'm going to change my car soon, guess who'll be getting sale?

Discover how you can generate more business without having to cold call! Alan Fairweather is the author of "How to get More Sales without Selling" This book is packed with practical things that you can do to – get customers to come to you . Click here now http://www.howtogetmoresales.com/Without%20Selling.htm