Field Guide to Working with Difficult Customers
(Updated May 2007)
Do you feel that you have to work with all clients, no matter how difficult they are? They may be more trouble than they are worth. Find out how to deal with difficult customers, find out when and how to "fire" a customer and much more below. (C. Dodge, Information Specialist)
Contents:
Handling Difficult Customers | How to Fire Your Difficult Customers | Books, eBooks & Other Resources
Five Common Types of Difficult People
Intimidators
Clams
Indecisives
Know-it-alls
Source: Dealing with difficult people, (REALTOR® Magazine, Feb. 2002).
Handling Difficult Customers 
Working with difficult customers, (REALTOR® Magazine Sales Meetings Toolkit).
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 customers, (The Greater Lansing Business Monthly, 2004).
How to handle difficult clients, (www.eHow.com, 2004).
Protect yourself: learn how to identify three types of high-risk clients, (Realty Times, Dec. 9, 2003).
Coping with clients who have an attitude, (REALTOR® Magazine, Feb. 2002).
How to Fire Your Difficult Customers
It's OK to fire a lousy customer, (Business First of Columbus, Feb. 18, 2005).
Time to cut the ties?, (www.nfib.com, Aug. 2004).
Fire your bad customers gently, (The Business Journal of Milwaukee, June 4, 2004).
How to fire a client, (Realty Times, Nov. 23, 2003).
More firms, siding with employees, bid bad clients farewell, (The Wall Street Journal, Feb. 2000). Q
Hint: use ruthless compassion when firing customers, (The News, Mar. 2000). Q
eBooks & Other Resources
eBooks.realtor.org
The following ebooks and digital audiobooks are available to NAR members:
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)
The complete negotiator (Mobipocket eBook)
Conflict resolution (Adobe eReader)
Bringing out the best in people (Adobe eReader)
The disease to please (OverDrive Audio Book)
Books, Videos, Research Reports & More
The resources below are available for loan through Information Central. Up to three books, tapes, CDs and/or DVDs can be borrowed for 30 days from the Library for a nominal fee of $10. Call Information Central at 800.874.6500 for assistance.
Working with difficult people, (Englewood Cliffs, NJ: Prentice Hall, 1990). HF 5549 So4
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