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Publisher's Summary

Whether you're in the trenches or the boardroom, you're going to encounter demanding, dissatisfied, and disagreeable customers. Are your people (and you) prepared to deal with them?
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.
What if the customer's dissatisfaction was the result of your sales procedures, your lack of training, or the expectations gap created by your marketing people, not the customer's fault at all? What if you could turn those customers into your best customers by making a few simple changes?
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.

©2018 Noah Fleming and Shawn Veltman (P)2017 Brilliance Publishing, Inc., all rights reserved, by arrangement with The Career Press, Inc
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Customer Reviews

Most Helpful
2 out of 5 stars
By Mcc on 03-17-18

struggled

struggled to listen. did not get any value out of this book. was more about settings sales expectations then dealing with difficult customers

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1 of 1 people found this review helpful

4 out of 5 stars
By Amazon Customer on 08-09-18

great book

had a lot of examples to show how to treat customers and not to be an enemy.

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