In spite of dramatically increased spending on customer care initiatives and automated technology research shows a continued increase in dissatisfaction and even rage among customers today. So how do you deal with difficult customers? Lisa Ford has some practical solutions to this challenge.
Lisa Ford is a specialist in advising companies about how to best serve and retain customers. Her best-selling books and audio and video training programs are marketed worldwide.
• Deal with the emotions of a difficult customer
• Find agreement with customers
• Gently confront difficult customers
• Explain the solution to the customer's problem