Gerson, Richard F. Great Customer Service for Your Small Business. Crisp, 1996. Gordon, Josh. Tough Calls: Selling Strategies to Win Over Your Most Difficult Customers. AMACOM, 1997. Kroskey ...

Tough conversations are generally difficult to initiate and respond ... In many instances, this is done over the phone, and some of these people wind up calling our company DialAmerica.

I cover retail, customer ... difficult customers every now and again. Often, this is due to things you cannot avoid, such as a shipping issue that a third party has immediate control over or ...

While difficult customers ... for a future service. Give customers two or more options to their problems so they feel they are maintaining some control over the situation. After all, it's their ...

Every business, in every sector, in every industry, is filled with difficult clients or customers ... Don’t talk over your customer—this just feels like a power play. Let them finish first.

Every business has customers from hell. If you were really honest, you might admit that you or your company is someone else’s customer from hell. I know I can be. When you are the difficult customer .

The customer ... difficult customers. He offers 10 tips on how to turn a bad customer service situation into an opportunity to improve your business. First and foremost - listen. Do not try to ...

In dealing with a demanding customer, the sales professional should not be forceful. That just blocks negotiation. Instead the salesperson must come across soft and not talk over the difficult ...

This episode is about handling difficult negotiations over the phone. Liu Yang, from China, works in sales administration at a Japanese adhesive company. She has been in Japan for four years but ...