Hi guys

1 - Don't let them get to you - Stay out of it emotionally and concentrate on listening non-defensively and actively. Customers may make disparaging and emotional remarks - don't rise to the bait.
2 - Listen - listen - listen - Look and sound like your listening. The customer wants to know that you care and that you're interested in their problem.
3 - Stop saying sorry - Sorry is an overused word, everyone says it whensomething goes wrong and it's lost its value. How often have you heard - "Sorry about that, give me the details and I'll sort this out for you". Far better to say "I apologise for ......" And if you really need to use the sorry word, make sure to include it as part of a full sentence. "I'm sorry you haven't received that information as promised Mr Smith". (It's also good practise to use the customers name in a difficult situation).
4 - Empathise - Using empathy is an effective way to deal with the customer’s feelings. Empathy isn't about agreement, only acceptance of what the customer is saying and feeling. Basically the message is - "I understand how you feel". Obviously this has to be a genuine response, the customer will realise if you're insincere and they'll feel patronised.
Examples of empathy responses would be - "I can understand that you're angry", or "I see what you mean". Again, these responses need to be genuine.
5 - Build rapport - Sometimes it's useful to add another phrase to the empathy response, including yourself in the picture. - "I can understand how you feel, I don't like it either when I'm kept waiting". This has the effect of getting on the customer's side and builds rapport. Some customer service people get concerned with this response as they believe it'll lead to - "Why don't you do something about it then". The majority of people won't respond this way if they realise that you're a reasonable and caring person.


Thanks for all friends

Hello,
Be professional with difficult people. There will always be difficult people who want a product or service for next to nothing. People who think they know everything, including how easy it is to do other people's jobs. The biggest mistake is to play to their level. Remember the saying, “Never wrestle with a pig. You’ll get muddy and the pig likes it.” By taking the high road, keep above the fray.
1)Learn to be a Better Business Negotiator:Understand where the difficultness comes from. Sometimes people have bad days. The big deal falls through. Their dog dies. They don’t feel well. No one is always at their best, right? Try and make allowances for this and give people second chances. For the chronically difficult ones—the ones who exhibit nasty behavior on their second, third, fourth and tenth chance—recognize this as a fundamental insecurity, unhappiness, anger or bitterness.
2)Give Difficult Customers' Egos a Boost:Sometimes egos need to be boosted. When customers and prospects try and show off with how much they know, flattery can be an appropriate response- without going over the top. Something like, “Those are some excellent points based on sound experience.
3)Know When to Say When to Difficult Clients:Know when to cut losses. It's a last course of action, but there are some clients who just can't be managed. They make life so difficult and provide so little return for the effort. No one wants to see money walk out the door, but if the headache and expense add up to more than it's worth, it's better to walk away from the deal

#Listen carefully to a client's criticism. By asking calm questions, see whether you can discern the main thing that is bothering the client.
#Don't interrupt immediately. Unless the client is abusive, it pays to hear what they're saying in full. If someone is abusive, politely ask them to tone down his or her language.
#Keep records of your dealings with difficult clients and steps you have taken to deal with their concerns.
#Try to see things from the client's point of view, no matter how unreasonable or how irrational he or she seems. What seem to you to be nagging, repetitive phone calls may simply be an expression of the customer feeling stressed for reasons that have nothing to do with the work you're doing.
#Avoid arguments. Your goal is to come to an understanding, not to win a confrontation. Acknowledge different viewpoints.
#Be encouraging. Often people become hostile when they feel frustrated or confused.
#Stay calm. If you can't stay calm, terminate the call or meeting until you can respond less heatedly.

thanks for sharing these tips.


King jackpot

Hi...
In the business when we are deal different client then we face many problems. But whenever a difficult client comes to us and join us then we are very distrub.
In this way i choose a good habit when a very tipical client come to me then i deal him very carefully and honourable. I check him and then i deal him.
Sample Resume

Try to see things from the client's point of view, no matter how unreasonable or how irrational he or she seems. What seem to you to be nagging, repetitive phone calls may simply be an expression of the customer feeling stressed for reasons that have nothing to do with the work you're doing.

Hello Friends.............



1.Listen carefully to a client's criticism. By asking calm questions, see whether you can discern the main thing that is bothering the client.



2.Don't interrupt immediately. Unless the client is abusive, it pays to hear what they're saying in full. If someone is abusive, politely ask them to tone down his or her language.


3.Keep records of your dealings with difficult clients and steps you have taken to deal with their concerns.


4.Try to see things from the client's point of view, no matter how unreasonable or how irrational he or she seems. What seem to you to be nagging, repetitive phone calls may simply be an expression of the customer feeling stressed for reasons that have nothing to do with the work you're doing.


5.Avoid arguments. Your goal is to come to an understanding, not to win a confrontation. Acknowledge different viewpoints.

6.Be encouraging. Often people become hostile when they feel frustrated or confused.


7.Stay calm. If you can't stay calm, terminate the call or meeting until you can respond less heatedly.


Thanks.
Let's make some money