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Building Resilience to Handle Even the Most Difficult Customers by Cindy Stradling CSP, CPC

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Building Resilience to Handle Even the Most Difficult Customers by Cindy Stradling CSP, CPC

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February 10, 2015

Even the most composed professionals can lose their composure when it comes to handling irate customers. It’s fairly normal for leaders to put off making those calls we know are likely to end in an unhappy customer. Even worse is being blindsided by an incoming call friratecustomerom a customer who is already worked up.

This is another area that requires resilience. Business owners and managers cannot afford to avoid talking to unhappy customers. It is always important to try and make customers happy, but there will also be times when the customer simply cannot have what he or she wants. Here are some tips to make dealing with difficult customers a little easier.

1. Know the facts. Go into any conversation with an irate customer armed with the facts, as much as possible. If a customer calls in and you need time to get the facts, it may be better to set an appointment to call the customer back. If you must do so, be diligent about keeping that appointment.

2. Hear the customer out. In many cases, the customer just wants to be heard. If you are so busy trying to explain the “policy” to them that they don’t get to vent, you’ll have little success in turning them around.

3. Remain calm. In no case is it permissible for you to show your frustration. Doing so will only escalate the situation.

4. Offer a solution. If you can’t give the customer exactly what he wants, offer a solution that meets the customer halfway whenever possible. This will go a long way toward keeping the customer on the books.

5. Know when to say when. There are some people who just can’t be made happy. These are rare, but it’s important to know when you’ve met one. Sometimes, it is best to part ways amicably rather than continue to deal with someone who is completely unreasonable.

Every business will have irate customers. Dealing with them can be one of the worst parts of your job. However, turning one around into a happy customer can be one of the most rewarding parts, too.

customer satisfaction, customer service, customer service excellence, handling irate customers, resilient employees, resilient leadership
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Cindy Stradling

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We have had the pleasure of working with Cindy Stradling to source several top notch consultants to assist us with the design and delivery of a variety of Learning and Development and HR Programs. This this successful collaboration we have truly appreciated Cindy's very high standards for members of her network, the drive and energy she brings to her work and most importantly her strong commitment to understanding and meeting the needs of her clients.

Deborah A. Fillippe, CHRL VP Human Resources Kenaidan Contracting Ltd.

Cindy has been a terrific resource to Metro! She met with us to clearly understand our needs then provided us with a shortlist of top-quality trainers for us to meet. The whole process was simple and seamless, and it saved us a lot of time in sourcing companies with specific skill sets. She's a pleasure to work with.

Gary Grant, CHRL Director, Talent Management and Training Metro Inc.

Cindy provides a very progressive and engaging training environment. We have seen her successfully provide solutions to companies and individuals from all sectors, from the sophisticated to entry level. The integrity she applies to all aspects of her business is beyond reproach.

Al Diggins President and GM Excellence Manufacturing Consortium

Cindy has been engaged by Express Scripts Canada to provide Presentation Skills training to our management team. Cindy's expertise in this area has been invaluable in supporting our leaders with their leadership development in their presentation styles.

Anthea Gomez Director, Human Resources & Corporate Services Express Scripts Canada

Cindy is the epitome of positive energy! I didn't just work with Cindy at Duplium; I continue to keep in touch with Cindy because she is a wealth of knowledge and always a delight to catch up with. If you need something or someone, just ask her, she will get it done! She embodies the unique combinations of integrity, commitment and resourcefulness. Thank you Cindy for all the times you gave me just what I needed!

Susan Orenbach Senior Human Resources Professional

We engaged Cindy to help us develop a leadership training program and provide our management with one on one coaching. Cindy's professionalism, ability to understand our challenges and develop an innovative, cost effective training program in a timely manner was truly impressive. I recommend and welcome the opportunity to work with Cindy.

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