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Overcoming Challenges and Challenging Customers

Overcoming Challenges and Challenging Customers. Training Agenda. 7-Step Strategy Diffusing an Aggressive Customer Dealing with Complainers. Step 1 : Write Down the Challenge or Barrier. Recognize the obstacles Determine what is standing in your way

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Overcoming Challenges and Challenging Customers

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  1. Overcoming Challengesand Challenging Customers

  2. Training Agenda • 7-Step Strategy • Diffusing an Aggressive Customer • Dealing with Complainers

  3. Step 1: Write Down the Challenge or Barrier • Recognize the obstacles • Determine what is standing in your way • Write down what you want to eliminate • By removing it, what will this enable you to do?

  4. Step 2: Define the Challenge • What is keeping you from getting past the barrier? • Why haven’t you been able to overcome it? • Be objective • Be honest in your analysis

  5. Step 3: Analyze What’s On the Other Side of “But” • Are there excuses? • Be honest about why you aren’t achieving your goals • Avoid self-limiting beliefs

  6. Step 4: Ask Yourself What YouStand to Lose • Excuses can be costly • Don’t let yourself make them • Think about the consequences • Will you be happy with the choice you make?

  7. Step 5: Think Past Problems • Have you had similar problem in the past? • Lessons learned • Analyze the approach you used before • What were the results? • Could you have done things differently? • What can be adjusted to better the outcome?

  8. Step 6: What are the Benefits? • Rewards • Think about not-so-obvious benefits • Future sales and referrals • Personal gain

  9. Step 7: Take the First Step You’ve assessed the challenge, now it’s time to get going! • Make a list of three action steps • Identify expected accomplishments • See your action items through! • Give it time! • Don’t quit!

  10. Dealing with Hostile and Aggressive Customers • Remain calm and professional • Let them vent • Find the right moment to put your voice in • Sit them down • Be friendly • Keep eye contact • Do not argue

  11. Dealing with Complainers • Listen • Do not pass judgment • Maintain a service attitude • Do not rush to agree or apologize • Solve the problem • Ask “what else?”

  12. Summary • Overcoming Challenges • Focus on achieving success not the excuses to quit • Tackle obstacles and take action • Persevere • Hostile, Aggressive and Complaining Customers • Listen, maintain professionalism • Be knowledgeable so you can help • Maintain a ‘service attitude’

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