What is the most common types of difficult customer situations that you and your staff encounter? How do you typically handle them?

You can’t have a business without having customers and unfortunately, where there are customers, there are also “difficult” customers. We’ve all had to deal with them in varying degrees- the customers that argue, yell and complain, the customers that call/email constantly and want you to be available at all hours of the night, the customers that are never satisfied, the customers that are looking to get a freebie, etc.

1. LISTEN to their words, rationale, and situation

2. ASK a deeper question to understand intent

3. DESIGN a solution that bridges the gap

4. Take ACCOUNTABILITY for making a next step happen

5. THANK the customer after fixing 'it'