The $100 MBA Show
MBA149 Guest Teacher: Chris Johnson- How to Deal with Difficult Customers
Jan 26, 2015
Chris Johnson, a seasoned entrepreneur and business veteran, shares invaluable insights on tackling difficult customers. He introduces a structured three-phase approach to navigate tough interactions, stressing empathy and accountability. Listeners learn the importance of setting clear expectations and knowing when to part ways with challenging clients. Additionally, Chris reveals his upcoming podcast, 'The Line Which Is Dotted,' aimed at honing the skills of high-performing sales professionals while emphasizing the value of quality content and listener feedback.
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Quick takeaways
- Understanding customer dissatisfaction requires diagnosing problems and recognizing that issues may originate from company systems, not customer behavior.
- Setting clear expectations with customers and maintaining open communication can significantly reduce misunderstandings and foster smoother interactions.
Deep dives
Diagnosing Customer Issues
Understanding the root of customer dissatisfaction involves thoroughly diagnosing both the problem and the individual. It is essential to approach each situation with the mindset that the issue may stem from the company's systems rather than the customer's behavior. This perspective empowers businesses to identify areas for improvement and fosters a solution-oriented approach. By focusing on the problem rather than the customer's character, businesses can maintain professionalism and work towards resolving the issue effectively.
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