6 steps for handling difficult customers

1 let the customer vent their feelings. Don’t tell them to calm down-this will make things worse. Hold your tongue and do not take what they are saying personal.

2 don’t get trapped in your negative filter about a customer. Instead focus asking yourself the questions, ‘what does this person need and how can I provide it”.

3 express empathy for the customer’s situation by using empathic phrases and apologizing.

4 work to actively solve the problem. Gather the information you need by using question technique and the bridging technique.

5 double-check all the facts with the mirroring technique

6 come to a mutual agreement on the solution with the customer. Remember to under promise and over deliver.
Karen Leland & Keith Bailey