Whenever we buy a gift for someone, we’re buying something we like too. We justify it by saying we’re getting some-thing we think they’d like. But suppose topaz is that person’s favorite color, and we hate topaz. The chances that we’ll buy something in topaz are nil. That’s because it’s very difficult to see things through someone else’s eyes.
Yet that’s what’s required to handle difficult customers. You must see things through their eyes, feel through their heart, smell through their nose, touch through their fingers. In other words, you must walk in their shoes. And that is very easily said, but very difficult to do.
Many of us were trained to handle difficult customers the way we would like to be handled. The Golden Rule says, “Do unto others as you would like to be done unto you.” Think about that. The emphasis is on ‘you’. How would ‘you’ like to be treated?
The rule should be, “Do unto others as they would like to be done by.” That makes us think about others. Not about ourselves. It’s tough, but not impossible to shift our viewpoint for a short time. Today we know a lot more about basic human personality types than ever. We also know how each personality type needs to be dealt with. Only by doing this will people feel they have been treated sympathetically and properly.
The process starts with ‘listening’ your customer out. Don’t say a word. Just listen. Reflecting verbal expressions of sympathy and understanding is very helpful. But use this only to demonstrate you’re actively listening. Don’t make any statements before your customer has run his or her course. That could take some time. For you it might feel like forever. But let it happen. Your customer will feel better for it.
While you’re listening, you can analyse your customer. There are only four basic personality types, although some analysts suggest as many as twelve and more, counting sub-types. The most common are: Analytical, Driver, Amiable and Expressive. Other experts use other names, including those of colors, animals, and even numbers.
To deal with difficult people you must identify their personality type, then deal with each individual as they would like to be treated. To do this properly, you should determine your own personality type. It will determine your own actions.
The Analytical person wants to know “how” things work. This person values numbers and statistics, loves details, fears losing face, and tends to be introverted. In a problem situation, the Analytical wants exact answers. Written material. No emotional stories.
The Driver, as you might expect, wants to know “what.” This person wants to save time, values results, loves being in control and doing things their own way, fears giving up control, is extroverted and shows little or no emotion. In a problem situation, the Driver wants results. Tell him/her exactly what you will do. Then do it!
The Amiable person wants to know “why.” This person wants to build relationships, loves to give others support and attention, values suggestions from others and fears disagree-ment. This person displays a lot of emotion. In a problem situation, the Amiable would like reassurance, reassurance, and more reassurance that the problem will be fixed.
The Expressive wants to know “who.” This person values appreciation and a pat on the back, loves social situations and parties, likes to inspire others, fears being rejected, and is extroverted, readily showing emotion to others. In a problem situation, the Expressive wants you to understand him/her.
Let’s take a few examples:
You’re an Expressive. Your customer is an Analytical. As an Expressive, you really want to understand your customer as a person. You like to get enthusiastic about things. Don’t get too personal. Don’t rush and prepare to repeat yourself on specific points. Use as much evidence as you can. The Analytical will truly appreciate your ability to stick to the point, provide the details, and focus on results.
You are an Amiable. You are faced with a Driver. Instant conflict? Not necessarily. It depends on how successfully you have understood the personality types. If your client has a hard-driving “I want it done my way” approach, you can be very successful at working with the Driver. As long as you deal with the Driver in the manner you think she wants or needs.
Here are some tips for your own personality type when dealing with those “different” others:
-Analyticals should speak and smile more. Relax. Show appreciation and personal interest. Share information and be more open to others. Remember, enthusiasm won’t kill you.
- Drivers must slow down with “slow” people. Take time to listen. Try to hold back from dominating and learn when to relinquish some control. Show patience, and act more relaxed.
- Amiables need to speed up when they talk with “fast” people. Talk more, listen less. Take control occasionally. Be assertive. Take some risks.
- Expressives should listen more and slow down. They should write things down and set specific goals. Check details and remember to stay calm. Learn to focus.
In dealing with anyone, especially in difficult situations, it pays to remember that people are different, not difficult. It takes a lot of guts to change one’s own behavioral pattern. But it will always pay off.
2007-04-26 18:29:56
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answer #1
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answered by Endless 2
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Be honest and think about it. If you give an answer of how someone else handled it, you will get caught in a lie. They want to know how YOU would handle it. Gather your thoughts and be honest. Would you: Ignore the anger, address it, step around it? Would you: Tell the customer they are right, they are wrong, or see that right or wrong, they FEEL they have an issue and try to solve their problem? The Idea in handling a difficult customer is being able to defuse a bad situation. If you feel things 'getting out of control' you need to know when it is time to get the boss involved in the situation. Think on these things and get a plan of action in your head. Every situation will be different but you will have an idea. The customer is not always right, they are always REAL. There is a difference.
2016-03-18 07:56:30
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answer #2
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answered by Anonymous
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Remain calm, soothe them to a place where they are rational again. Emapathize with them, assure them you want the problem solved (God knows you do, you want them to leave you alone). And then carry through.
Diffucult comstomers are usually the result of ineffectual people they have dealt with in the past. Change their opinion of customer service by actually delivering service.
There is no problem too big to resolve if people work together to solve.
I'm sorry, but I've dealt with more nasty sales persons, than customers in the last while.
I as a customer pay your wages, I'll bet your most difficult customers are the same ones you cow tow to for commission. Be a brown nose, get one.
2007-04-26 10:23:05
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answer #3
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answered by Choqs 6
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I am a bit different from above answers.
I would rather lose this customer, than affect my day and screw up other appointment.
Maybe can try my way. But a bit RISKY.
1. Ask that customer to contact you when confirm.
2. OR work out how much you can make from him/her.
This way is to hind him/her that " hey! wake up, I am not making tons from you."
3. Tell him/her straight " maybe you will be more comfortable with other agent." Just let go that deal.
My personal encounter.
Out of 10 such customer which I did the above,
I'll still can close about 5 or 6 deal.
2007-04-27 06:58:15
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answer #4
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answered by Jeffrey Chan 3
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Just remain Cool, Clam and Corrective. Try to use below 3 steps... Hope everything goes fine.
Respect: Favor is awarded to those who have chosen the path of respect.
Initiative: Doing the right thing without been told.
Problem Solving: Your value in life does not come from your race, colour or creed but by the problems you are willing to solve for others. You will only be remembering for the problems you solve or the one you create.
Have a successful weeks ahead!
2007-04-29 08:29:23
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answer #5
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answered by Coldie 2
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always smile and remind them that you are working towards resolving the problem. if they are upset, reassure them that the problem will be solved and will not happen again in the future. ultimately, they only want the problem solved. keep reassuring them that the problem is being handled with utmost priority and also give them an update whenever u are able to. everyone gets upset when things don't work, what they need is an assurance and a solution
2007-04-29 18:16:38
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answer #6
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answered by Anonymous
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JUst keep smiling and wish them a good day, that usually gets their goat and you still look like a good employee.
2007-04-26 10:11:28
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answer #7
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answered by celexa 6
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Smile and be polite. It will drive them nuts.
2007-04-26 10:11:22
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answer #8
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answered by Irish 7
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be pacience he want what give him/she give me best ans pls
2007-04-26 20:33:13
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answer #9
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answered by octo 2
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