All business owners will have to deal with difficult or combative customers from time to time.
Regardless of why a customer has approached you with a complaint or concern, you have to find the best response to the situation.
Keld Jensen, chairman of the Centre of Negotiation at the Copenhagen Business School in Copenhagen, Denmark, offered three tips working with and winning over difficult customers in a recent Bloomberg Businessweek article.
Jensen suggests all small business owners listen up, pace themselves and then take the lead in these situations.
“No matter how difficult a customer is being, you have been approached because he or she believes you can help,” Jensen wrote. “By using the listening, pacing, and leading method, you can bring the customer to a position where solutions are much more easily realized.”
Read the complete Bloomberg Businessweek article here.