Managing Difficult Customers

Most times our customers are great to deal with, but what about the ones that seem to make our job harder. Whether you are in service or sales, there are customers who are going to take extra time, resources and especially patience. Do we just say that the customer is always right, or are there other ways to handle difficult customers? Not all difficult customers are the same and it takes a combination of process, policy and technique to work with each one of these. But what happens when you get a customer that is so difficult that they become a bully? Getting pushed around by a customer is no fun for anyone, but once we understand them, we can learn new ways of helping them without giving away the farm. When we first learn to control ourselves and our customer service policy, we can begin to reduce the number of these occurrences and increase the number of favorable outcomes.
 
We will learn about:

• Defining difficult customers

• Methods for managing difficult customers

• Tips and techniques

• How to handle bully customers

About the instructor
Aaron Jacobs is a professional sales process improvement consultant in the United States. His 20 plus years of experience also spans into project manager. He is the founder of Scorecard Sales and creator of the mobile app Scorecard used by salespeople to improve sales processes, boost productivity and achieve great results. Aaron has an equal passion for both business and teaching. He has enjoyed a long career of training, coaching, managing and mentoring business professionals from all types of industries and backgrounds. Business is a great way to bring goodness into the world when done correctly. Whether it is selling, project management or leadership, when professionalism and process are applied, great results are achieved. This is the philosophy that Aaron teaches to his clients. Results and respect.

Aaron’s background is rooted not only in a lifelong career in sales, but music and horticulture as well. When it comes to sales, horticulture taught him patience whereas music gave him the ability to connect with people on a personal level. “Sales is my craft and I love everything about it. I've held various positions in numerous companies from CEO, COO and of course Sales Manager. No matter what I do, everything comes back to sales. I enjoy selling very much, but my favorite thing is coaching others to their success. It's not just about preaching to salespeople about what works. It's about coaching salespeople so that they become as passionate about sales as I am so that results begin to come naturally.”