Dealing with difficult customers: how to turn demanding, dissatisfied, and disagreeable clients into your best customers

Book Cover
Average Rating
Publisher:
Career Press,
Pub. Date:
2017.
Language:
English
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.
  • More Details
    Contributors:
    "Whether you're in the trenches or the boardroom, you're going to encounter demanding, dissatisfied, and disagreeable customers. Are your people (and you) prepared to deal with them? 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. What if the customer's dissatisfaction was the result of your sales procedures, your lack of training, or the expectations gap created by your marketing people, not the customer's fault at all? What if you could turn those customers into your best customers by making a few simple changes? 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. "--Provided by publisher.
    Z0VIA
    can11-28-17ma-
    Customer relations.
    unmediatedn
    ISBN:
    9781632651174
    Also in this Series
    More Like This
    Reviews from GoodReads
    Loading GoodReads Reviews.
    Staff View

    Grouping Information

    Grouped Work ID f9b01217-446d-c54e-5d19-c1b974286198
    full_title dealing with difficult customers how to turn demanding dissatisfied and disagreeable clients into yo
    author fleming noah
    grouping_category book
    lastUpdate 2018-01-18 04:54:48AM

    Solr Details

    accelerated_reader_interest_level
    accelerated_reader_point_value 0
    accelerated_reader_reading_level 0
    auth_author2 Veltman, Shawn,
    author Fleming, Noah,
    author2-role "Whether you're in the trenches or the boardroom, you're going to encounter demanding, dissatisfied, and disagreeable customers. Are your people (and you) prepared to deal with them? 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. What if the customer's dissatisfaction was the result of your sales procedures, your lack of training, or the expectations gap created by your marketing people, not the customer's fault at all? What if you could turn those customers into your best customers by making a few simple changes? 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. "--Provided by publisher., (OCoLC)987796646, -2- -- -, -2- -12-28-2017 17:17, .b2009263501-12-1811-28-17, 1632651173 (paperback), 2017035957, 238 pages :illustrations ;21 cm., 658.8/12, 658.812 FLEMI, 9781632651174 (paperback), Baker and TaylorBTCPBK0020821680, BrodartBROD120128772, Customer relations., DLCengrdaDLCBTCTAYDXBDXOCLCOOCLCFFM0, Dealing with difficult customers :how to turn demanding, dissatisfied, and disagreeable clients into your best customers /Noah Fleming, Shawn Veltman., Defining the difficult customer -- Managing expectations: what they want vs. what you deliver -- Buying vs. selling: creating greater alignment -- Understanding problem children and hungry hippos -- The three disciplines of excellent customer service organization -- Internal benchmarking -- Role-play exercises: dealing with the most difficult customers -- How to be your own worst customer -- The customer success toolkit -- Final thoughts., Fleming, Noah, author.Dealing with difficult customersWayne : Career Press, 2017, Fleming, Noah,author., HF5415.5.F583 2017, Includes bibliographical references (pages 223-227) and index., Veltman, Shawn,author., Wayne :Career Press,2017., YBP Library ServicesYANK14468172, Z0VIA, can11-28-17ma-, pcc, texttxt, unmediatedn, volumenc, ©2017.
    author_display Fleming, Noah
    collection_arlington New Nonfiction
    detailed_location_arlington Central New Nonfiction
    display_description "Whether you're in the trenches or the boardroom, you're going to encounter demanding, dissatisfied, and disagreeable customers. Are your people (and you) prepared to deal with them? 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. What if the customer's dissatisfaction was the result of your sales procedures, your lack of training, or the expectations gap created by your marketing people, not the customer's fault at all? What if you could turn those customers into your best customers by making a few simple changes? 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. "--
    format_arlington Book
    format_category_arlington Books
    id f9b01217-446d-c54e-5d19-c1b974286198
    isbn 9781632651174
    item_details ils:.b20092635|.i21550773|Central New Nonfiction|658.812 FLEMI|||1|false|false|||||Missing|Dec 28, 2017|cann||, ils:.b20092635|.i21638627|Central New Nonfiction|658.812 FLEMI|||1|false|false|||||Due Feb 7, 2018||cann||
    itype_arlington Paperback
    lexile_score -1
    literary_form Non Fiction
    literary_form_full Non Fiction
    local_callnumber_arlington 658.812 FLEMI
    local_time_since_added_arlington Quarter, Six Months, Year
    owning_library_arlington Arlington Public Library, Aurora Hills, Central, Cherrydale, Columbia Pike, Connection Crystal City, Detention Center, Glencarlyn, Local History, Plaza, Shirlington, Westover
    owning_location_arlington Central
    primary_isbn 9781632651174
    publishDate 2017
    record_details ils:.b20092635|Book|Books||English|Career Press,|2017.|238 pages : illustrations ; 21 cm.
    recordtype grouped_work
    scoping_details_arlington ils:.b20092635|.i21550773|Currently Unavailable|Missing|false|false|true|false|false|true|999|||, ils:.b20092635|.i21638627|Checked Out|Checked Out|false|false|true|false|false|true|999|||
    subject_facet Customer relations
    title_display Dealing with difficult customers : how to turn demanding, dissatisfied, and disagreeable clients into your best customers
    title_full Dealing with difficult customers : how to turn demanding, dissatisfied, and disagreeable clients into your best customers / Noah Fleming, Shawn Veltman
    title_short Dealing with difficult customers :
    title_sub how to turn demanding, dissatisfied, and disagreeable clients into your best customers