Can You Spare A Minute 11/8?

Handling Difficult People

I worked in Customer Service related jobs for 51 years. Somehow, I learned how to deal with difficult customers

The first thing I tried to do was to listen intently. I tried to understand before I tried to be understand.

I sought to see how they felt ( after all, most are caught up in an emotion).

Even if I knew the solution when they first started their disappointment, this let me know how to frame my solution.

I would tell them about other cases, similar to theirs, where a great solution was found.

I started out working for a company in customer service, where the customer is always right and their satisfaction is not only desired but guaranteed.

You can win the battle with someone but lose the war. A satisfied customer may tell someone, but a disgruntled customer will tell almost everyone who will listen.

I know we are talking customers, but the beauty of it is that it works everywhere. Your spouse, your job, your friends , and many more areas in your life, work the same way!

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