Dealing with Difficult Customers: How to Turn Demanding, Dissatisfied, and Disagreeable Clients into Your Best Customers
- 2h 35m
- Noah Fleming, Shawn Veltman
- Red Wheel/Weiser
- 2018
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.
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 behaviors that turn great customers into dissatisfied critics and how to change them.
About the Authors
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. He is routinely quoted and mentioned in publications like the New York Times and Forbes. Fleming publishes his weekly newsletter, "The Tuesday Tidbit," for over 30,000 readers.
For the past 15 years, Shawn Veltman has worked alongside Noah to develop unique intellectual property, tools, and applications successfully implemented in hundreds of companies across dozens of industries. Veltman has been involved with companies ranging from Internet start-ups to medical device manufacturers, helping executives extract world-class performances from their sales and marketing teams. Shawn and Noah also record and publish a valuable 15-minute weekly podcast called The Evergreen Show available on iTunes.
In this Book
-
Defining the Difficult Customer
-
Managing Expectations: What They Want vs. What You Deliver
-
Buying vs. Selling: Creating Greater Alignment
-
Understanding Problem Children and Hungry Hippos
-
The Three Disciplines of Excellent Customer Service Organizations
-
Internal Benchmarking
-
Role-Play Exercises: Dealing With the Most Difficult Customers
-
How to Be Your Own Worst Customer
-
The Customer Success Toolkit
YOU MIGHT ALSO LIKE
