Field Guide to Working with Difficult Customers
(Updated May 2009)
Do you feel that you have to work with all clients, no matter how difficult they are? They may be more trouble than they're worth. Find out how to deal with difficult customers, when and how to "fire" a customer, and much more. (C. Dodge, Information Specialist)
Ten Tips for Dealing with Difficult People
- Maintain self-control
- Ask non-threatening questions
- Listen to the customer's reason for being difficult
- Acknowledge the problem
- Don't argue
- Apologize
- Offer to rectify the situation
- Continue to act professionally
- Analyze what caused the client's behavior
- Set limits on what you will tolerate
Source: Dealing with difficult clients, (REALTOR® Magazine).
Handling Difficult Customers
Working with difficult customers, (REALTOR® Magazine Sales Meetings Toolkit).
Handling customer complaints, (TheSideroad.com,).
Keep control of the situation to calm irate clients, (St. Louis Business Journal, Dec. 12, 2008).
Work would be easy if it weren't for difficult clients, (Rough Notes, Aug. 2008). Q
Action ideas to deal with difficult customers, (www.customerservicemanager.com, 2007).
9 tips for dealing with angry & difficult customers, (The American Salesman, Oct. 2006). Q
Dealing with difficult people, (Buzzle.com, Jan. 2005).
Protect yourself: learn how to identify three types of high-risk clients, (Realty Times, Dec. 9, 2003).
How to Fire Your Difficult Customers
Top 10 ways to fire the client from hell, (InsideCRM).
You don't need the aggravation: When to fire a client, (U.S.News & World Report, Oct. 24, 2008).
When and how to fire a client, (rswarren.com).
7 signs it's time to drop a client, (About.com, April 21, 2008).
How to fire a client, (ehow.com).
Evaluate the steps you need to take with 'toxic client', (Orlando Business Journal, Mar. 7, 2008).
eBooks & Other Resources
eBooks.realtor.org
The following ebooks and digital audiobooks are available to NAR members:
Advanced facilitation strategies: Tools & techniques to master difficult situations (Adobe eReader)
The complete idiot's guide to coping with difficult people (Adobe eReader)
Perfect phrases for dealing with difficult people (Adobe eReader)
Working with difficult people (Adobe eReader)
Getting them to see it your way: Dealing with difficult and challenging people (Adobe eReader)
Dealing with difficult people: 24 lessons for bringing out the best in everyone (Adobe eReader)
Field Guides & More
These Field Guides and other resources in the Virtual Library may also be of interest:
Field Guide to Mediation and Conflict Resolution
Field Guide to Errors and Omissions Insurance
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