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Dealing with Difficult Customers
- How to Turn Demanding, Dissatisfied, and Disagreeable Clients Into Your Best Customers
- Lu par : Tom Parks, Cristina Panfilio
- Durée : 4 h et 50 min
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Dealing with Difficult Customers
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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 behaviors that turn great customers into dissatisfied critics and how to change them.
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Ce que les auditeurs disent de Dealing with Difficult Customers
Moyenne des évaluations utilisateurs. Seuls les utilisateurs ayant écouté le titre peuvent laisser une évaluation.Commentaires - Veuillez sélectionner les onglets ci-dessous pour changer la provenance des commentaires.
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Global2 out of 5 stars
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Interprétation2 out of 5 stars
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Histoire1 out of 5 stars
- Mcc
- 17/03/2018
struggled
struggled to listen. did not get any value out of this book. was more about settings sales expectations then dealing with difficult customers
1 personne a trouvé cela utile
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Global1 out of 5 stars
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Interprétation1 out of 5 stars
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Histoire1 out of 5 stars
- samuel
- 14/08/2022
Book sucks.
This is like driving a drill through your skull. It was awful. I would def love my credit back.
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Global5 out of 5 stars
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Interprétation4 out of 5 stars
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Histoire5 out of 5 stars
- Bryant J. McNeil
- 19/01/2022
Practical Value, Excellent
The studies and scenarios help me take a look at how I am going to improve the outcomes and change the trajectory by implementing the lesson learns from the book.
BMc
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Global5 out of 5 stars
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Interprétation5 out of 5 stars
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Histoire5 out of 5 stars
- Helene P. McCabe
- 24/12/2019
Read this for myself moved me to train staff
Truly a wealth of information. I have been a successful salesperson all my life. I have always been a top performer in large corporations and on my own business. This book helped me learn to deal with those pain in the ass customers by looking at things in a different way. It basically pointed out where overselling might get you started down a path where you may not want to go. Filled with great instruction and improvements.
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Global5 out of 5 stars
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Interprétation5 out of 5 stars
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Histoire4 out of 5 stars
- Heather Calderon
- 25/08/2019
A must for hospitality, sales, and retail staff!!!
Loved it, learned so much!!! Saved me from buying so many other useless books on the subject.
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Global2 out of 5 stars
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Interprétation5 out of 5 stars
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Histoire2 out of 5 stars
- SHAWN M.
- 04/05/2019
More of an Ad to get us to reach out to the author
Good info but failed to provide actual directions on how to deal with or ever what words to use when talk to actual customers.
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Global4 out of 5 stars
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Interprétation5 out of 5 stars
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Histoire5 out of 5 stars
- Amazon Customer
- 09/08/2018
great book
had a lot of examples to show how to treat customers and not to be an enemy.