(Episode 597; 10 minutes 58) Difficult customers are a fact of life --- whether they've got a genuine gripe about your company, or they got out the wrong side of the bed. Or maybe they're just that sort of person.
Kurt Newman, co-founder of Sales Consultants, has six rules he says you need to follow when dealing with these customers:
- Don't take it personally
- Acknowledge the customer
- Actively listen
- Emphathise and ask questions
- Find a solution and ask for feedback