Winning with the Customer from Hell (eBook)

A Survival Guide

Shaun Belding (Autor)

eBook Download: PDF

2004 | 1. Auflage
180 Seiten
ECW Press (Verlag)
978-1-55490-630-7 (ISBN)

Infos

They yell and shout and try to intimidate. They whine and demand inordinate amounts of time. They push your buttons and raise your blood pressure. Who are they? They're the Customers from Hell. Winning with the Customer from Hell by Shaun Belding offers realistic, practical, and anecdotal solutions to this problem.

Textauszug

CUSTOMERS AND THEIR EXPECTATIONS Some think you're an idiot, some think you're a hero. Some expect the best, others expect the worst. Have you ever noticed that Customers from Hell seem to appear out of nowhere? One minute you're merrily minding your own business, and the next you have some lunatic screaming in your face. Have you ever asked yourself 'What is her problem?' or 'What has got into him?' or 'Why does she act that way?' Sure you have. Unfortunately, we tend to ask these questions after the customers have hung up or walked away. If we took the time to find the answers while the customers were still around, we would resolve many of these conflicts with a lot less headache. The answers to these questions tell us a lot about why our Customers from Hell behave the way they do - what they expect and what has created these expectations. And, as you'll discover, an understanding of expectations plays a huge role in how well we respond to these situations. All customers you meet bring with them a set of expectations. These expectations are created by their needs, circumstances, past experiences, personalities, and personal situations. Most have positive expectations, but some have negative and even unreasonable ones. With the majority of customers, these expectations do not create any particular challenges for us. Occasionally, however, they will have a significant effect on a customer's behavior. Let's take a look at some of the positive, negative, and unreasonable expectations customers may have, starting with positive expectations. 1. They believe you have what they need. 2. They think you will be able to solve a problem. 3. They believe you will care. 4. They expect you to be professional. 5. They believe your products or services will be reliable. 6. They think you will be trustworthy. 7. They believe their business is valuable to you. 8. They expect you to be cheerful. 9. They expect your prices to be fair. 10. They believe you will stand behind your products or services. Now let's look at some negative expectations. 1. They believe you will be unskilled. 2. They expect to get a hassle when they have a problem. 3. They believe you do not care. 4. They expect you not to have enough authority to handle a situation. 5. They think you're going to try to take advantage of them. 6. They believe your product is of poor quality. 7. They think your product is overpriced. 8. They believe you're interested only in a quick commission sale. 9. They expect you to be grouchy. 10. They think their business is not very important to you. Finally, here are some unreasonable expectations. 1. They believe you should accept sexual or racial harassment. 2. They think you should accept unruly behavior from them or their children. 3. They expect you to deal with them under the table. 4. They think you can spend a lot of unproductive time with them. 5. They believe they are always right. 6. They think you should accept physical threats or bullying. 7. They think you have been trained to take advantage of them. 8. They expect you to cater to their every whim. 9. They think they are more important than all of your other customers. 10. They believe you, personally, are responsible for all of their problems. No two customers, it seems, have identical expectations of you or your business. Some customers like you immediately and become loyal, while others take an instant dislike to you and become cool and distant.

Produkt-Details

• Erscheint lt. Verlag: 27.4.2004
• Sprache: englisch
• Themenwelt: Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb
• Themenwelt: Wirtschaft ► Volkswirtschaftslehre
• ISBN-10: 1-55490-630-X / 155490630X
• ISBN-13: 978-1-55490-630-7 / 9781554906307