PDF E-BOOK: Dealing with Difficult Customers (Powerful E-Book)

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DEALING WITH DIFFICULT CUSTOMERS (POWERFUL EBOOK)

Learn How To Turn Demanding, Dissatisfied, and Disagreeable Clients Into Your Best Customers

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✔ E-Book Format: PDF

✔ Total 9 Chapters, 160 Pages

✔ Read Anytime, Anywhere on Your Mobile, Laptop & Windows

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TOTAL THREE PARTS, 9 CHAPTERS, 16O PAGES

PART I

✦ CHAPTER 1: DEFINING THE DIFFICULT CUSTOMERS

• It Is Not Enough That I Succeed—Others Must Fail

• When the Facts Don’t Matter

• Who Is a Difficult Customer?

• Somebody Will Please Them: The Importance of Context and Expectations

• A Big Mac and French Laundry

• A Simple Tool to Please the Difficult: The Hierarchy of Horrors

• Case Study: Hierarchy of Horrors in Action

• Put Your Customer Hat On

✦ CHAPTER 2: MANAGING EXPECTATIONS: WHAT THEY WANT VS. WHAT YOU DELIVER

• Don’t Trust the Juice

• The Lake Wobegon Effect: Are You as Good as You Think You Are?

• The Expectations Gap, Revisited

• The Bizarro Business World of Customer Happiness

• Attracting the Difficult Customers

• Lead from Gold: Making Existing Customers Difficult

• Price vs. Attentiveness
• Slogans vs. Service
• Website vs. On-Site

• The Importance of Knowing Your Customer

✦ CHAPTER 3: BUYING VS. SELLING: CREATING A GREATER ARGUMENT

• The Death of the Trusted Advisor

• A Revolutionary Way to Think About Sales That Might Melt Your Brain

• What Is the Salesperson’s Most Important Job?

• The Salesperson’s Most Important Job

• The Difference Between Buying and Being Sold

• The Four Stages of Customer Readiness

• Stage Four: “Shut up and take my money!”
• Stage Three: “I saw your ad, but I’m not interested.”
• Stage Two: “I’ve got a problem that I’ll pay you to fix, but I have no idea your product exists!”
• Stage One: “Who would ever buy that and why?”

• Worlds Apart: Buying vs. Being Sold

• The Element of Trust

• Happy Endings Equal Happy Customers

✦ CHAPTER 4: UNDERSTANDING PROBLEM CHILDREN AND HUNGRY HIPPOS

• They May Be Loyal, But Are They Worth It?

• How to Fire Bad Customers

• Problem Children and Hungry Hippos

• Which Customers Shouldn’t You Fire?

• Classifying Demanding and Dissatisfied Customers

• It’s Not You, It’s Me!

• The Gift of Demanding and Dissatisfied Customers

• Identifying and Segmenting Your Customers

PART II

✦ CHAPTER 5: THE THREE DISCIPLINES OF EXCELLENT CUSTOMER SERVICE ORGANIZATION

• How to Save Millions of Lives and Have Doctors Hate You

• It’s a Jungle Out There!

• The Three Disciplines of Excellent Customer Service Organizations

• The Simplest Truth About Customer Service

• Don’t Worry About the Alien Invasion

• Just Follow the Script

• Resistance Is Futile

• Setting Up Your Script Book

• Making the Most of Your Script Book

• Training Is a Process, Not an Event

• Prioritized and Regular Role-Playing Training

• Role-Play Guidelines and Best Practices

• Don’t Just Try to Create “Gotchas”

✦ CHAPTER 6: INTERNAL BENCHMARKING

• Start Small, But Start!

• Make Sure Everybody Understands Why You Are Doing This

• Have a Plan to Handle Resistance

• Spend Time Auditing, Especially in the Early Days

• Celebrate When the System Works

• Make It Easier for Your People to Participate

✦ CHAPTER 7: ROLE-PLAY EXERCISES: DEALING WITH THE MOST DIFFICULT CUSTOMERS

• Dealing With the Angry Customer

• Six Simple Rules to Dealing with the Angry Customer

• Admitting When You’re Wrong

PART III

✦ CHAPTER 8: HOW TO BE YOUR OWN WORST

• The Undercover Boss Syndrome

• The 90-Day Rule

• What Even Your Angriest Customers Crave

• A New Word for a Powerful Feeling

• Making Them Feel Special Without Selling Your Soul

• Why Most Customer Feedback Scores Are Useless

• Is It Really So Bad to Punch Your Customers in the Face?

• Isolated Negative Incidents Aren’t the End of the World

• Never Trust What People Say on Surveys

• Scary Math

✦ CHAPTER 9: THE CUSTOMER SUCCESS TOOLKIT

• The Rosetta Stone of Customer Service

• “Your Complaint Is Stupid!” Determining the Validity of Complaints

• The Best Service I Ever Received and How You Can Provide It Too

• Final Thoughts

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.

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