Lesson 6

• Customer

  Business' most vital asset
• 10 TIPS FOR DEALING WITH DIFFICULT CUSTOMERS

  LISTEN TO CUSTOMERS

  ·       They want to know you’re listening
• 10 TIPS FOR DEALING WITH DIFFICULT CUSTOMERS

  Apologize

  ·       Apologize when something goes wrong. Don’t engage in fault-finding
• 10 TIPS FOR DEALING WITH DIFFICULT CUSTOMERS

  Take Them Seriously

  ·       Make them feel important & appreciated
• 10 TIPS FOR DEALING WITH DIFFICULT CUSTOMERS

  STAY CALM

  ·       Your calmness with calm them too
• 10 TIPS FOR DEALING WITH DIFFICULT CUSTOMERS

  IDENTIFY & ANTICIPATE NEEDS

  ·       Knowing your customers = better at anticipating needs
• 10 TIPS FOR DEALING WITH DIFFICULT CUSTOMERS

  SUGGEST SOLUTIONS

  ·       Suggest various solutions to them
• 10 TIPS FOR DEALING WITH DIFFICULT CUSTOMERS

  APPRECIATE THE POWER OF “YES”

  ·       Always say yes (if request is reasonable). Look for way to make doing business with you easy.
• 10 TIPS FOR DEALING WITH DIFFICULT CUSTOMERS

  ACKNOWLEDGE YOUR LIMITS

  ·       If it is beyond you, help them find an alternative
• 10 TIPS FOR DEALING WITH DIFFICULT CUSTOMERS

  BE AVAILABLE

  ·       Be available on various channels of communication
• 10 TIPS FOR DEALING WITH DIFFICULT CUSTOMERS

  GET REGULAR FEEDBACK

  ·       Grows your business & skills