| User info | |
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| User name: | dealdifficultpeople |
| Name: | Dealing with a difficult customer |
| Website: | http://paramounttraining.com.au/training/dealing-with-difficult-behaviours-training/ |
| Bio: | What is the basic difference between dealing with a difficult customer and a non-confrontational customer? It's all about attitude. When one is not ready to communicate or is simply afraid of confrontation, it's easy to give in or sell short. One does not have to make the same mistake, in fact it's a good idea to avoid it at all costs. That's why training is so important when dealing with difficult customers.
Every business strives to create an atmosphere of openness, friendliness, and customer service. The truth is that some businesses do far too little to help their customers along. A poorly run business often fails to reach its full potential simply because the owners and management are either oblivious to or simply refuse to recognize the potential problems. As such, it's imperative that businesses have a properly developed customer service training program. The most successful companies are probably those that are consistently successful in every aspect of their operations, right? This is the best indicator of how well you are prepared to handle any situation, including dealing with a customer. This training should cover the entire spectrum from your business philosophy to your sales strategy and everything in between. A comprehensive approach ensures that your employees are well-informed and able to handle any situation they are faced with. In fact, there is actually a much better way to evaluate whether or not a company is providing its customers with the best possible customer service: compare and contrast their training programs! When looking for a training program, try to find one that not only addresses your employees' learning needs, but your business philosophy as well. For instance, are your employees taught to always be polite in all situations, or do they need to be extra careful to avoid offending customers? Is everyone taught how to give the best customer service? If so, which specific training courses are they teaching? Is everyone learning the same things? The training courses that your business offers will greatly affect your employees' behavior toward customers. If you are teaching them that they must always be polite to customers, but you have separate training sessions for high-risk customers and low-risk ones, you may be causing a problem. In order to create positive customer experiences, you must have separate training courses for each type of customer - and then apply what you've learned in those classes. You can also take steps to make the training you provide more effective by regularly monitoring the progress of your employees' skills through feedback cards. By having these training courses designed for your employees, you will also be better equipped to determine what you must do to improve the customer service skills of your employees. Some companies spend a great deal of money hiring new employees who have excellent customer service skills; however, in order to reap the full benefits of these employees, you need to monitor their performance. Sometimes it takes a simple adjustment to the training that your employees are receiving to bring about the changes that you want to see. Another benefit of training courses is that they can help you improve your overall customer experience. If customers know that they are being treated with respect and that you value their opinion, they will keep coming back to you. This will lead to a more satisfied customer satisfaction rating, which means that you will have a higher turn-over rate. In addition, happy customers will tell others about your great customer service skills, and word will get out about your ability to handle difficult customers. Eventually word will get out that you are a great company to deal with when dealing with difficult customers. |
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