Dealing with Difficult Customers
How to Turn Demanding, Dissatisfied, and Disagreeable Clients Into Your Best Customers
Published on 25. October 2017
Book
Paperback/Softback
240 pages
978-1-63265-117-4 (ISBN)
Description
Ignore a valid complaint and you could be the next viral sensation for all the wrong reasons. But give in to every demand and you may be consumed with the often petty complaints of your worst customers and wind up pandering to them with freebies, discounts, and special attention. That will cost you time and money, and perhaps worse, do little or nothing to solve the root problem.
Dealing with Difficult Customers will show you:
How to stop using gimmicks and trick promotions to encourage repeat business and the alternatives that will keep your customers salivating for more.
How "Hungry Hippos" and "Problem Children" are sapping your employees time and energy and what to do about them.
The behaviors that turn great customers into dissatisfied critics and how to change them.
Dealing with Difficult Customers will show you:
How to stop using gimmicks and trick promotions to encourage repeat business and the alternatives that will keep your customers salivating for more.
How "Hungry Hippos" and "Problem Children" are sapping your employees time and energy and what to do about them.
The behaviors that turn great customers into dissatisfied critics and how to change them.
Reviews / Votes
"Dealing with Difficult Customers is a skill that the best companies in the world have. This exceptional book will show you how to develop it in yourself and your organization."--Marshall Goldsmith, #1 New York Times best-selling author of Triggers and What Got You Here Won't Get You There * Reviews * "These authors are experts on customer service and customer experience, having helped hundreds of companies of all sizes."
--Inc. * Reviews *
More details
Language
English
Place of publication
United States
Publishing group
Red Wheel/Weiser
Product notice
Paperback (trade)
Dimensions
Height: 205 mm
Width: 130 mm
Thickness: 13 mm
Weight
266 gr
ISBN-13
978-1-63265-117-4 (9781632651174)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Persons
Noah Fleming is the author of The Customer Loyalty Loop. His firm, Fleming Consulting & Company, has helped companies ranging from several million to over $5 billion in annual revenues exploit new opportunities and correct costly oversights. For the past 15 years, Shawn Veltman has worked alongside Noah Fleming to develop unique intellectual property, tools and applications successfully implemented in hundreds of companies.