Dealing with Difficult Customers, Noah Fleming
Dealing with Difficult Customers, Noah Fleming
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Dealing with Difficult Customers
How to Turn Demanding, Dissatisfied, and Disagreeable Clients Into Your Best Customers

Author: Noah Fleming, Shawn Veltman, Debra Margles

Narrator: Tom Parks, Cristina Panfilio

Unabridged: 4 hr 50 min

Format: Digital Audiobook Download

Published: 01/30/2018


Synopsis

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.

About Noah Fleming

Noah Fleming is the author of The Customer Loyalty Loop. His firm, Fleming Consulting & Company, has helped companies ranging from several million to over $5 billion in annual revenues exploit new opportunities and correct costly oversights. He is routinely quoted and mentioned in publications like the New York Times and Forbes. Fleming publishes his weekly newsletter, “The Tuesday Tidbit,” for over 30,000 readers. Find out more at NoahFleming.com.


Reviews

Goodreads review by Jacob on July 29, 2020

Surprisingly good. "Difficult Customers" has some great insight into some of the mindset problems that plague customer service. The practical parts aren’t on par, but overall a very good read. Notes: Nook You need to demonstrate to anybody who walks in that you have their best interest at heart, and......more

Goodreads review by Ana-Maria on April 30, 2018

As someone who has a job dealing with customers, I find this book very useful, practical and no-nonsense. I like the authors' perspective on employee training, on finding best practices and implementing them, on never thinking you are too good for a task and most of all I really like the parts about......more

Goodreads review by Janet on March 26, 2018

This book about customer service was interesting enough to keep me away during my hour-long commute! It was clear, had good examples and was pretty funny too. Parts of it are more pertinent to businesses than libraries, but it was still a worthwhile listen.......more

Goodreads review by Nabeel on November 28, 2020

Good read on improving your responses in dealing with customers.......more

Goodreads review by Alishah on September 04, 2020

Great and practical ideas While some aspects are common sense, there's a good set of practical exercises, actionable items and changes to put into effect.......more