Customer Service Information


Difficult Customers - Theres No Such Thing


A couple of years ago I had a call from a Customer Service Manager working in the paper industry. He wanted me to run a seminar for his team, on "How to Deal with Difficult Customers".

I had several telephone conversations with this manager organising dates, times and getting to understand his business. If I was to describe his style on the telephone I would use words like, businesslike, cold, curt and somewhat impatient. I started to realise that if I was one of his customers then I might have been a bit "difficult". He certainly knew his business and I don't think he was a bad person but warm and friendly - forget it.

There are actually very few genuinely difficult customers in the world. And I hear you say - "we've got all of them". However the majority of customers in the world are reasonable people. They may not think the way, look the way, sound the way that you do. However they are your customers and if you want their business then you've got to deal with them. They may get "difficult" from time to time if they feel they've been let down. It's how you handle them that'll determine if they continue to be a problem or if you can turn them around.

Difficult customers and situations usually occur because some part of our core service has failed or the customer perceives it to have failed. We've not delivered on time, the customer has the wrong product, it doesn't work or it's not what the customer expected. What happens then is, the customer comes to the interaction with us in a negative frame of mind. It's what happens then that'll decide whether they deal with us again or bad mouth us to other people.

The trick is not just to concentrate on fixing the core service issues. Telling the customer that you'll replace the product, deliver it in half an hour or knock something off the price, isn't the answer. Sometimes you may not have an answer and the customer is going to hear "NO". However as you're aware, it's how you say "NO" that matters. Let's consider some of the reasons customer interactions go wrong and why they may become more "difficult".

* We don't care. - We don't sound or look as if we care, are concerned or appreciate the customer's situation. Maybe you do care, however you've really got to say caring words and look and sound as if you care. After all, the customer can't read your mind.

* We don't listen. - Too often we try to jump in with solutions and don't allow the customer to vent their feelings. Again we need to show the customer that we're listening by what we say, how we say it and our body language.

* We let the customer "get to us". We often allow the customers attitude to irritate or annoy us. This becomes obvious to the customer, again through our tone of voice, our body language and only fuels a difficult situation.

* We use the wrong words. - There are certain trigger words that cause a customer to become more difficult. Some of these are "cant, have to, sorry 'bout that". Even your organisation's jargon can have a negative effect on a customer interaction.

* We don't see it from the customer's point of view. - Too often customer service people think the customer is making too much of a fuss. They think - "What's the big deal, we'll fix it right away". The thing is, it is a big deal for the customer and they want us to appreciate that.

Customers will often judge the level of your service based on how well you recover from a difficult situation and they're very likely to forgive you if you do it well.

Discover how you can generate more business without having to cold call! Alan Fairweather is the author of "How to get More Sales without Selling" This book is packed with practical things that you can do to - get customers to come to you . Click here now http://www.howtogetmoresales.com/Without%20Selling.htm


MORE RESOURCES:
Utility customer service offerings get digital upgrades  Utility Dive

Bidgely and Oracle unveiled analytics tools designed to help utilities bring the customer experience into the era of big data.


Learning customer service from a Walmart greeter: your say  The News-Press

If you walk into Walmart on San Carlos Boulevard, there's a good chance you'll be greeted by a woman with long dark hair, a silly Walmart cape, a sparkle in her ...


Labor and delivery nurse earns Mid-Maine Chamber's customer service award  Kennebec Journal & Morning Sentinel

Jesse Wing, 34, will receive the Customer *Service* Stardom award at the Mid-Maine Chamber of Commerce's banquet on April 25.


Taking the Pains Out of Healthcare Customer Service  No Jitter

Healthcare providers looking to improve quality and generate labor savings have plenty of low-hanging fruit to pick off the digital spectrum to get started ...


The opportunities automation and AI create for humans in customer service  Customer Think

Though automation and artificial intelligence (AI) have existed in some form or another for many years, it's only been recently that both have achieved levels of ...


Morning Roundup: Apr. 18, 2019 | The Fix  TheFix.com

Stop forcing your mindfulness on me, fake-smiling customer *service* workers drink more, pope urges students to put down phones and practice self-reflection.


Salesforce and Google want to build a smarter customer service experience  TechCrunch

Anyone who has dealt with bad customer *service* has felt frustration with the lack of basic understanding of who you are as a customer and what you need.


Local homebuilders receive provincial customer service awards  Windsor Star

Two Essex County homebuilders have received provincial awards for excellence in customer *service*.


Customer Service Expectations Are Rising - Is Your Business Keeping Up?  Forbes

The quality of your customer *service* can make or break your business, according to a new survey. Find out what your customers want and how to meet their ...


Kimmel Rolls Out Customer Service Hotline to Clear Up ‘Game of Thrones’ Confusion (Video)  TheWrap

On Monday's “Jimmy Kimmel Live,” Kimmel rolled a fun video that offered a solution to the problem of keeping all the plot threads from 8 seasons of “Game of ...


Arrow Limousine rolls on with addition of on-demand service  Asbury Park Press

Arrow Limousine in Red Bank, started with one Cadillac in 1960, has grown to a fleet of 90 cars and now offers ArrowNow on-demand *service*.


How a Customer Service Representative Might Have Saved a Marine Sniper in Battle  The National Interest Online

Don Cook, a Marine veteran who's been maintaining M107s for more than two decades, told National Geographic in 2011 that he one day received a call to ...


Attention Customer Service Leaders: Let's Get Strategic  Forbes

We've seen time and again that the high-growth brands and unicorns of 2019 have embraced digital transformation with a key focus on elevating the customer ...


How to Use Instagram To Dramatically Improve Your Business: “Improve Customer Service With Quick Replies”, With Brand Storyteller Melanie Deziel & Candice Georgiadis  Thrive Global

IMPROVE CUSTOMER *SERVICE* WITH QUICK REPLIES: If you have a business profile (vs. personal profile) Instagram now allows you to create the ...


4.12.19 Airline improvements and how to get customer service when an issue arises; Clark Stinks  Boston 25 News

Clark talks about which airlines are currently rated the highest and how you can fix customer *service* issues when they come up; Christa reads listener posts ...


Arizona's Element Wheels Honored by Newsweek as Newsweek America's Best Companies for Customer Service 2019  PRNewswire

CHANDLER, Ariz., April 18, 2019 /PRNewswire/ -- Newsweek Media Group, in partnership with analytics from Statista, is proud to announce that Element ...


Sylvia A. Carroll, 73, former customer service representative  The Philadelphia Tribune

Sylvia A. Carroll, a former customer *service* representative for Prudential Health Insurance, died on Thursday, April 4, 2019. She was 73.


Squelch raises $12 million to unify customer service software with AI  VentureBeat

Startup Squelch announced that it's raised $12 million in funding for its eponymous cloud-based, AI-driven customer *service* platform.


Walmart, Amazon kick off government online pilot program  Star Tribune

Amazon and Walmart on Thursday are kicking off a two-year pilot established by the government to allow low-income shoppers on government food assistance ...


Ascension Funeral Home wins 2018 Excellence in Customer Service Award  Donaldsonville Chief

"Ascension Funeral Home has been recognized as a leader in delivering exceptional customer *service* and has raised the standard for other funeral homes ...


Southwest blasted for poor Max 8 customer service: 'They're kind of just saying, 'Too bad''  USA TODAY

Southwest Airlines has legions of fans and sits atop countless industry rankings for its vaunted customer *service*. The airline has more than 2 million Twitter ...


Horry County students Beijing-bound after weather and customer service confusion forces overnight delay  WMBF

DALLAS, TX (WMBF) - After a myriad of weather delays and customer *service* confusion, a group of Horry County music students and chaperones stuck in travel ...


This CEO's Unlikely Mission To Revolutionize Customer Service In Healthcare Billing  Forbes

Customer *service* has a particular opportunity shine when it's delivered at stressful moments, such as those that are often encountered in healthcare. Jayson ...


Customers Line Up for Queue-it  VenuesNow

Posted by Robert Gray | Apr 18, 2019 | General, Pulse, Technology, Ticketing | 0. Customers Line Up for Queue-it. Queue-it's co-founders: Chief Commercial ...


Uber tries to fix customer-service woes  The Takeout

It's rumored that Uber is about to go public, which accounts for some recent sprucing efforts by the company. (I mean, you vacuum the house before an open ...


From Customer Service To Client Experience: A Shift To Determine Winners And Losers In Business  Forbes

As technology and competition disrupt industries, *service* is starting to separate winners from losers and ushering in what some have called the “age of the ...


Customer service and conversational AI – when to use it and when to avoid it for the best customer experience  Customer Think

When considering whether to automate a significant part of customer *service* with a robot, there's only one thing that really matters: what is plan B? The complete ...


"Capital Bikeshare customer service is now supported by Lyft"  PoPville

“Dear PoPville,. Not sure if you are aware of this, capital bike share is now supported by lyft. Try finding a phone number for support in the app. I'm not a big fan ...


Infographic: 8 Ways AI Improves Customer Service  CTOvision

Customer *service* is an important part to any organization and ensuring that customers get the best experience is paramount. AI technologies have been able to ...


Customer service is poised for an AI revolution  ZDNet

AI is viewed by customer *service* decision makers and agents alike as a boon to the customer and employee experience. AI adoption is nascent, but it's set to ...


Switching energy supplier creating more problems than shoddy customer service  Mirror Online

People are now more likely to complain about problems changing their energy provider than they are about bad customer *service* - but the good news is that ...


New metrics are redefining customer service success  ZDNet

In a digital, hyper-connected, and knowledge-sharing economy, customer *service's* definition of success is changing, and Key Performance Indicators (KPIs) are ...


Consulting Their Creator: 5 Customer Service Principles That Power Luxury Hotels, Lexus And Apple  Forbes

Five customer *service* principles from Horst Schulze, hotelier, hospitality expert and, as consultant, a force behind the creation of the customer *service* ...


Job: Sales / Customer Care – The eBike Store  BikePortland.org

Job Title Sales / Customer Care. Company / Organization The eBike Store (809 N Rosa Parks Way). Job Description Seeking knowledgeable bicycle sales ...


Health customer service center to open in San Antonio; bringing hundreds of jobs  FOX 29

Hundreds of new jobs are coming to San Antonio with the opening a health and safety customer *service* center. GreatCall, Inc. , announced it will open a new ...


How Vitalis Brings Whole Team Customer Service to Cannabis Extraction  Leafly

Here's how the team at Vitalis Extraction ensures every employee is ready to help their customers succeed.


Problem Solver: Old-style approach to excellent customer service still in fashion  Independent.ie

Q Are old-fashioned customer-*service* skills like greeting a customer, and offering to help when a customer is in need now out of date? Some customer- *service* ...


Online Customer Service Software Market Research Report 2019: Enhanced Growth By Top Key Players: Zoho Office Suite, Shopify, Microsoft Dynamics, QuickBooks, Custom software, Oracle, SAP SE  Market Research Report

“Online Customer *Service* Software Market” research report offers a detailed competitive analysis of all the key players who are active in this market.


101 Customer Service Statistics for a Better Customer Experience in 2019  G2 Crowd

G2 gathered more than 100 of the most vital customer *service* statistics to help businesses better understand how crucial a great customer experience is. This list ...


Comcast Regains Its Swagger in a Brutal New Era of Streaming  TheStreet.com

Customers have a love/hate relationship with the cable TV industry because of continuously rising prices and poor customer *service*. The flip side is that cable ...


A Secret Of Customer Service: Improve A Customer's Day A Little, Every Single Day  Forbes

It's easy to picture great customer *service* as involving dramatic solutions to customer problems: the personal delivery of mislaid jewelry (as in this story from ...


Walmart to remodel 21 California stores, expand customer services and technologies  OCRegister

Walmart plans to spend $145 million in California this year on new store construction, upgrades to 21 stores and an expansion of customer-focused services and ...


Mooney Expands Customer Service Offerings  Flying

Mooney International is offering an increasing number of customer *service* benefits to owners of its Acclaim and Ovation Ultra airplanes.


Retiring telephone operators say technology changing course of customer service industries  WWMT-TV

As technology continued advancing, it ended an era for two telephone operators at Whirlpool Corporation. Friday, both operators retired from the global ...


Leon’s: 86 years of customer service  Lincoln Journal Star

Why shop at Leon's Gourmet Grocer? Here are three great reasons:


A Complete Guide to Social Media Customer Service  Search Engine Journal

This guide will help you create a social media customer *service* strategy from scratch and answer frequently asked questions about social customer support.


Archer named communications and customer service manager for city  Davis Enterprise

Former Davis school board trustee Barbara Archer has been hired as the city's new communications and customer *service* manager. Archer, who served on the ...


SWIM WITH THE SHARKS: Let's run down the ABCs of customer service - Louisville  Louisville Business First

Mackay's Moral: Customer *Service* is not just another department; it's everyone's job.


ECISD launches customer service survey  KMID - Local 2 News

Administrators at Ector County ISD want to know how they are doing.


Customer service with a smile  The Gazette

CEDAR RAPIDS — The digital age whisks Matthew Van Maanen wherever he's needed each day — Spain, the Netherlands, Hong Kong, somewhere in the ...


Nearly 90% of People Prefer Speaking to a Live Customer Service Agent on the Phone, Despite Efficiency of Phone Menus for Businesses  PRNewswire

WASHINGTON, April 11, 2019 /PRNewswire/ -- Eighty-eight percent of people (88%) prefer speaking to a live customer *service* agent instead of navigating a ...


Why Customer Service Should Be A Balance Between Creativity And Technicality In Maintaining Good Customer Relationships  Customer Think

Too much is never good. A good balance of everything is what people need. That is also the case in customer *service*. Technicality is important but a good ...


Republic Services rates to climb as customer service complaints continue  The Dominion Post

MORGANTOWN — Morgantown City Councilor Jenny Selin said her 4th Ward constituents are tired of paying for inconsistent *service* from trash and recycling ...


Using Payment Processing Systems for Better Customer Service  CPAPracticeAdvisor.com

The decision on whether or not to integrate payment processing systems into their daily operations is one of the most crucial decisions a small business can ...


Common B2B Mistakes, Part 2: User Management, Customer Service  Practical Ecommerce

This post is the second in a series in which I address common mistakes of B2B ecommerce merchants. The first post addressed B2B mistakes in catalog ...


13 financial services Walmart offers that you probably didn’t know about  Bankrate.com

Walmart is known as a shopping destination for affordable clothing, groceries and electronics. But you might not be aware that the retailer also offers a ...


'SNL' Unearths the Horror of Customer Service Using 'Us'  GQ

'SNL' parodies both customer *service* and the horror movie 'Us' in a commercial about identity theft.


Customer Service is Not a Competitive Advantage, Customer Care Is  Customer Think

Reaching customers in authentic ways transcends basic customer *service*. Because of this, earning customer loyalty is sometimes easier said than done.


Welch: Customer service key to building business | Business-farm  Tahlequah Daily Press

Satisfied and repeat customers are the keys to successful businesses, and most customers base their views on the customer *service* they received or the ...


GE On Wing Support Expanding To Provide Increased Customer Service  Aviation Week

GE Aviation's On Wing Support center in the Cincinnati/Northern Kentucky (KY) USA region is expanding to meet the growing demand for its engine repair ...


Why biometric verification is poised to revolutionize customer service  Retail Customer Experience

Chris McGugan, senior vice president, solutions and technology at Avaya, shares insight on the value of voice biometric analytics and biometric verification in ...


Metro Transit boss: Crisis in customer service sparks improvements on buses and trains  Minnesota Public Radio News

Metro Transit's new general manager is rolling out a list of improvements to buses and trains in response to what he says is a *service* crisis across the agency.


American Lied To Me About Why My Flight Was Canceled  One Mile at a Time

Yesterday I was scheduled to fly American from Santa Barbara to Dallas to Detroit. I didn't make it to my destination on American — instead I had to just book a ...


Citymapper Pass customers unhappy; TfL baffled  Business Insider

BI PRIME: Citymapper is hugely popular thanks to its free transport app. Its Citymapper Pass is having teething problems.


4.1.19 Best customer service companies; Health insurers tracking you; Where scams happen most  WSB Atlanta

Clark discusses which companies have the best customer *service* across all sectors; Health insurers might be buying up data on you to know your health risks ...


Weir Oil & Gas, local officials celebrate opening of Midland Customer Service Center  Midland Reporter-Telegram

Eighteen months after securing a deal for Weir Oil & Gas to build a *service* center in the new David Mims Business Park at Interstate 20 near Loop 250, city ...


Insurance Producer, Customer Service | Top Jobs In DC  Washington, DC Patch

Top Jobs In DC - Washington DC, DC - Need a job, or looking for a new career? Check these latest job offerings in the area.


Specialty retailer stays in fashion with seamless in-store customer service  Chain Store Age

Milan, Italy-based Twinset is empowering store associates with Oracle Retail POS technology on tablets. Twinset, a specialty vertical retailer of women's apparel, ...


Chinese woman’s tearful protest on Mercedes hood goes viral — and gets results  The Washington Post

The angry woman sitting on the hood of a red Mercedes was not just an angry woman sitting on the hood of a red Mercedes. She was a metaphor for some of the ...


Cuts Clothing sews up automated online customer service  Chain Store Age

Specialty vertical apparel retailer Cuts Clothing is applying artificial intelligence (AI) to its e-commerce customer experience. Cuts, which manufactures and sells ...


Broadcom Recognized for Superior Customer Service and Support  Nasdaq

SAN JOSE, Calif., April 10, 2019-- Broadcom Inc. today announced it was again named a recipient of the 2018 NorthFace ScoreBoard Award for achieving.


On Extreme Customer Service, Here Are Your Thoughts  INSTORE MAG

Customer *service* makes or breaks a business. Occasionally you have to think outside of the box or go to the extreme to make a difference, so it was nice to see ...


The Human Element: Integrating Technology And Data Into Your Customer Service Model  Entrepreneur

Yes, having an AI-powered model for shopping recommendations in e-commerce is great. But, CRM is much more than just tech. With surveys and chat-bots ...


The Ridge Creates a Cohesive Buying Experience with Automated Customer Care Powered by Linc Global  Associated Press

Press release *content* from Business Wire. The AP news staff was not involved in its creation.


Survey reinforces compliance-knowledge gap over securing consumer consent  Auto Remarketing

Collections and other customer-*service* communications certainly can be a complicated endeavor, and a survey conducted by PossibleNOW revealed how some ...


How Florida’s SunPass debacle started in 2012  Tampa Bay Times

TALLAHASSEE — Seven years ago, Florida lawmakers gave the state transportation department a mission: hire a company to take over tolls and customer ...


Salesforce to Inject More AI into Customer Service  IT Business Edge

The goal for Salesforce is to leverage AI to automate routine tasks that conspire to make customer *service* representatives less productive.


CustOps: The New Customer Service  Business 2 Community

Photo by rawpixel.com from Pexels. A first- (or faster-) time-to-market has been a longtime mantra of most companies. Be it first with a new product or first with ...


SunPass customer frustrated with lack of transparency, customer service  ABC Action News

One St. Pete Beach man says he has hundreds of dollars in unresolved tolls but it's not for lack of trying.


Findings from new research: Trends, hurdles, and best practices in customer service messaging  Customer Think

Driven by millennials and Gen Z consumers, messaging is fast becoming a popular channel for B2C customer *service*. We commissioned YouGov, a leading ...


Entergy installs new meters designed to better customer service  KFDM-TV News

Entergy is installing new energy meters at many Southeast Texas homes. The new advanced meters are designed to be more beneficial for customers and to ...


[LIVE WEBINAR]: How to stay competitive in the digital age of customer service  Fast Casual

Yes, you can compete with eCommerce giants. However, make no mistake about it - the competitive environment has changed. In this digitally driven age, ...


Barrett named Entergy Customer Service Vice President - Orange Leader  Orange Leader

Longtime Entergy Texas leader Stuart Barrett has been named the vice president of customer *service* for Entergy Texas.


How to Provide Quality Customer Service with a Free Ticketing Software  Business 2 Community

Let me start with a question: How much importance do you give to customer *service* in your organization that's just starting up? I ask you this because, although ...


Why You Should Work in Customer Service  Daily Nexus

Anabel Costa argues that no job experience is insignificant where your career is concerned.


New on-demand shuttle service makes it more convenient than ever to take transit in southeast Seattle and Tukwila  King County

Residents in southeast Seattle and Tukwila can use the Via app or call 206-258-7739 to hail a ride to and from five Link light rail stations where they can board a ...


Tax preparation services hit low-income filers with added fees  The Washington Post

Tax season is over, except for those who didn't file on time (you know who you are). But issues with the tax-collecting Internal Revenue *Service* never die.


Capital Management Services hiring to fill 100 jobs  Buffalo News

Capital Management Services keeps on growing. The call center operation, which provides debt collection and customer *service* for clients, is hiring to fill 100 ...


Military Housing Improves with Corvias Customer Service Training Across All 13 Installations  Associated Press

Press release *content* from Business Wire. The AP news staff was not involved in its creation.


Customer service is competitive advantage | Business  Victoria Advocate

At the University of Houston-Victoria Small Business Development Center, we tell our clients that it is so important to find a competitive advantage for their ...


T-Mobile tests customer service center in Kingsburg, bringing 1,000 jobs to Fresno County  KFSN-TV

According to the company's news release, it will make T-Mobile one of the largest employers in the county.


Five Ways to Improve Customer Service Today, Tomorrow, and For Years to Come  Customer Think

The modern business landscape is more competitive than ever before. Traditional differentiators for brick-and-mortar shops including seasonal discounts, ...


How the Stop & Shop strike is affecting store services  Boston.com

Stop & Shop had been hoping to “minimize disruption” in the event of a strike. But that doesn't mean things are business as usual. In an open letter to customers ...


CRM Magazine Names Its 2019 Customer Service Leaders  Destination CRM

CRM magazine has named the recipients of this year's CRM *Service* Awards and highlighted them in its April 2019 issue. The CRM *Service* Awards, now in their ...


Dive Deep Into Career Development, Customer Service, and More During Cultivate Workshops  Greenhouse Grower

The workshops presented at Cultivate'19 are a great way for attendees to go more in-depth on topics that are critical to the success of their business.


Podcast E022 | How Is IoT Transforming the Customer Service Experience? | Michael Ringman, CIO at TELUS International  IoT For All

On this #AskIoT episode, we discuss how IoT has transformed the customer *service* industry, where and who to go to for support when devices malfunction and ...


Salesforce Service Cloud Expands Einstein AI Portfolio; Adds New Quip for Customer Service Agents  MarTech Advisor

*Service* Cloud expands Einstein AI portfolio with new intelligent recommendation and routing capabilities building customer relationships and solving complex ...


Thursday workshop aims for "Top-Notch Customer Service"  Magnoliareporter

The Arkansas Small Business and Technology Development Center will be hosting a free seminar on how to provide “Top-Notch Customer *Service*” on ...


Arizona vet's 911 call details killing of Cub, the service dog  AZCentral

Jacob Bushkin is facing one count of animal cruelty in connection with the fatal stabbing of his *service* dog, Cub.


The votes are in! Moneywise Customer Service Awards 2019 shortlists revealed  Moneywise Magazine

Moneywise can now reveal the companies that have been shortlisted in the Moneywise Customer Services Awards 2019.The winners will be announced on 13 ...


home | site map
© 2007