Customer Service: Dealing with Difficult Customers

"Ask your customers to be part of the solution, and don't view them as part of the problem. "- Alan Weiss, Author

"Million Dollar Consulting"

Life is a web of connections. Human beings are social creatures, profoundly entangled in innumerable relationships throughout life. When dealing with difficult people it’s important to remember that

everyone you encounter is doing the best they can from their own level of consciousness.

The customer may always be right, but that doesn't mean all customers are easy to deal with.

Acknowledge you can't control

any other person's

behaviour. You have control

only over your own actions.

Use the S.T.O.P. Model to Avoid Reactivity

• Stop whatever you're doing

• Take 3 deep breaths• Observe how your body feels

• Proceed with kindness and compassion

Angry people have the maturity of a 2-year-old, so it is wiser to

remember the power in remaining calm, flexible, patient

and mindful.

• Get Control of Yourself• Listen Actively and Let the Customer Vent• Show the Customer You Care• Try to Provide Solutions to the Problem• Don't make promises you can't keep• Don’t take it personally

Tips to deal with difficult customers:

Dealing with difficult customers can be challenging. But if you handle the situation well, you may even be able to improve your relationship,

and create further opportunities

“We do the best we can with what we know, and when we know better, we do better.” – Maya Angelou 

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