Dealing with difficult prospects

Some terrific answers and questions here. I was taught that trying to deal with an "angry, upset or rude" customer or prospect was futile until you find out what the root cause of the condition is.

I learned years ago to simply say "I can't help noticing you seem (upset, angry,etc). Sounds to me as if somewhere along the way you've had a bad experience. Would you mind telling me what it was so I don't make the same mistake?"

First, they get to vent which will usually take all the steam out of them. If you pay attention during their discourse they will also tell you exactly what NOT TO DO in order to make them a customer?

Does it work every time? No. Nothing works 100% of the time in sales. All any of us can do is increase our probabilities for success at every opportunity.

I am a customer service representative and with that said, I understand that I am here to make money by providing service. Nevertheless, there is no reason for someone to be disrespectful to another human being. Thus, I will acommodate a bad temper only to where by instict feels that I can't take any more.
Otherwise I am an angel. :-)

Quote:

Originally Posted by tourica

Otherwise I am an angel. :-)

That's what everybody says.

Does the company you work for provide training on how to deal with difficult customers?

Dealing with difficult prospects

Customer Service Forum