Dealing with Difficult Customers: How to Turn Demanding, Dissatisfied, and Disagreeable Clients into Your Best Customers

(Paperback)

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Description

Whether you're in the trenches or the boardroom, you're going to encounter demanding, dissatisfied, and disagreeable customers. Are your people (and you) prepared to deal with them Ignore a valid complaint and you could be the next viral sensation for all the wrong reasons. But give in to every demand and you may be consumed with the often petty complaints of your worst customers and wind up pandering to them with freebies, discounts, and special attention. That will cost you time and money, and perhaps worse, do little or nothing to solve the root problem. What if the customer's dissatisfaction was the result of your sales procedures, your lack of training, or the expectations gap created by your marketing people, not the customer's fault at all What if you could turn those customers into your best customers by making a few simple changes DEALING WITH DIFFICULT CUSTOMERS will show you: *How to stop using gimmicks and trick promotions to encourage repeat business and the alternatives that will keep your customers salivating for more. *How "Hungry Hippos" and "Problem Children" are sapping your employees time and energy and what to do about them. *The behaviours that turn great customers into dissatisfied critics and how to change them.

Reviews

Dealing with Difficult Customers is a skill that the best companies in the world have. This exceptional book will show you how to develop it in yourself and your organization.
--Marshall Goldsmith, #1 New York Times best-selling author of Triggers and What Got You Here Won't Get You There-- "Reviews"
These authors are experts on customer service and customer experience, having helped hundreds of companies of all sizes.
--Inc.-- "Reviews"

Author Bio

Noah Fleming is the author of The Customer Loyalty Loop. His firm, Fleming Consulting & Company, has helped companies ranging from several million to over $5 billion in annual revenues exploit new opportunities and correct costly oversights. For the past 15 years, Shawn Veltman has worked alongside Noah Fleming to develop unique intellectual property, tools and applications successfully implemented in hundreds of companies.