Dealing with Difficult Customers
Dealing with Difficult Customers
Copyright 2002 by Dave Kahle
It is easy to work with people you like, and it is even easier
to work with people who like you. But that's not always the
case. Sooner or later, you'll have to deal with a difficult
customer.
Difficult customers come in a wide variety. There are those
whose personality rubs you the wrong way. They may not be
difficult for someone else, but they are for you. And then there
are those who are difficult for everyone: Picky people,
know-it-alls, egocentrics, fault-finders, constant complainers,
etc. Every salesperson can list a number of the types.
But perhaps the most difficult for everyone is the angry
customer. This is someone who feels that he or she has been
wronged, and is upset and emotional about it. These customers
complain, and they are angry about something you or your company
did.
There are some sound business reasons to become adept in
handling an angry customer. Research indicates that customers
who complain are likely to continue doing business with your
company if they feel that they were treated properly. It's
estimated that as many as 90% of customers who perceive
themselves as having been wronged never complain, they just take
their business elsewhere. So, angry, complaining customers care
enough to talk to you, and have not yet decided to take their
business to the competition. They are customers worth saving.
Not only are there benefits to your company, but you personally
gain as well. Become adept at handling angry customers, and
you