
Topics Covered in this Chapter:
Background on what makes up a difficult customer
What they expect from you and your organization
Why a customer might be difficult
Types of difficult customers
Real-world examples of difficult customer scenarios
Analytics on what went wrong
Topics Covered in this Chapter:
5 steps for handling difficult customers
Determining the reason
What caused it
Rectifying the situation
Acknowledge the problem
What needs to be done
The customer may always be right, but that doesn't mean all customers are easy to deal with. Anyone who's ever worked with customers can tell you they can be downright unruly. Still, if you want to stay in business, you've got to deal with them. Finding techniques that help you disarm unhappy customers and win them over is the key to providing a great customer experience.
Great customer experiences are key to gaining and retaining customers, but the real test is how you react when something goes wrong, when you screw something up so badly that it could make or break the relationship, that moment when you realize what happened was not a simple mistake, but a monumental screw-up.
This online course will provide a comprehensive framework on how to be proactively prepared and deal with difficult customers in a variety of different scenarios for that inevitable screw up. Every complaining or challenging customer must be taken as a golden opportunity in which the customer has given us a chance to sort the issue. This course will step you through the various identification types and allow you to implement customer experience roadmaps in order to encourage understanding, loyalty, and turn those difficult customers into long-term allies.