Problem customers are always there, have been there and will always be there, whether you like it or not, any business person must handle a customer accordingly, no matter his or her approach towards you, you should forget all your problems back home and listen and serve your customer.
Check also: Who Is A customer?
customers are not dependent on us, we are dependent on them, never forget that.
1. THE ALOOF/CONDESCENDING CUSTOMER
Be firm but polite. Show that their behavior is not affecting yours- that you can give service without being servile.
2. THE ANGRY CUSTOMER (SEE INDIVIDUAL SLIDE)
3. THE GOOD – NATURED CUSTOMER
A good natured customer could also present a problem by being too nice and glossing over issues, sometimes they say “yes” when they mean “no”
Be nice to them too but quickly and effectively direct your conversation to focus on real issues and quickly solve them.
4. THE RUDE CUSTOMER
Do not be entangled in an argument and do take remarks personally. Stay calm and gradually focus on issues. Resolve them and move on to other customers.
5. THE SILENT CUSTOMER
Lead the conversation. Focus on issues, ask questions and resolve concerns. Ensure you do not end up “ talking to yourself”
6. THE SUSPICIOUS OF YOUR:
It is essential that you are able to remove doubt by acting professionally, being helpful, following up and developing rapport.
7. THE TALKATIVE CUSTOMER
Do not show annoyance, but be firm with your time. Direct your interactions to real issues and conclude your meeting within acceptable time limit to enable you saves time for serving other customers.
8. THE TIMID/UNKNOWLEDGEABLE CUSTOMER
Scared of making a mistake
Does not know procedures
Help the customer to do the right thing and at the end, help him/her to feel more confident by reinforcing the fact that she/h has made the right decision.
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