516-800-8000 FriedmanSimon.com
390 N. Broadway, #210 Jericho, NY 11753
PRST STD US POSTAGE PAID BOISE, ID PERMIT 411
INSIDE THIS ISSUE 1 2
The Long Road to Fair Compensation The Psychology of Celebrating Small Wins Mindset Coaching: A New Path to Savoring Life The Hidden Hazards of Cycling Silky Chocolate Mousse Savvy Ways to Handle Difficult Customers
3 4
TURNING TENSION INTO TRUST SMART STRATEGIES FOR HANDLING TOUGH CUSTOMERS
Rude customers are a growing problem for businesses.
what to expect from your product or how to interpret the instructions. In some cases, the customer’s problems may have nothing to do with your company. They could be looking for attention or venting to ease their own anxiety over other issues. To understand the problem in depth, allow the customer to voice their complaints completely — don’t interrupt them. Practice active listening by making eye contact, avoiding distractions, and signaling your interest by verbally confirming you hear their concerns. Repeat a description of the customer’s complaint to show that you understand. For example, you might say, “If I understand
you correctly, you’re upset because the product you received arrived too late for you to use.” This shows the customer you’re paying attention and validates their emotions. Figuring out the underlying issue can help you respond most effectively. Even if your business is not to blame, never descend to the level of an irate customer by abandoning your professionalism, politeness, or respect. Instead, apologize for their distress and work with them to find a solution. With luck and a little skill, you can turn that stressful encounter into an opportunity to show you are committed to excellent service — and transform that irate customer into a loyal, trusting fan.
According to the Society for Human Resource Management, more than 70% of workers experienced or witnessed acts of incivility daily for three months in 2024, damaging employee productivity and morale. Is it ever okay to “fire” a customer? Or is there a hidden upside to investing the time and energy required to win them over? Challenging customers allow you and your employees to practice active listening and show empathy for the customer’s anger or frustration. Consider the possibility that the customer is having trouble understanding
4
FriedmanSimon.com
Published by Newsletter Pro • www.NewsletterPro.com
Made with FlippingBook Ebook Creator