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15 Difficult Customer Types & How To Deal With Them

Katie Scheer | Aug 20, 2019 9:33:00 AM

Unhappy Restaurant CustomerCustomers come in all shapes and sizes.  And some just like to complain.  Constantly.  And that is very frustrating, stressful, and frankly annoying.  One customer can disrupt your company's entire day by making an unrealistic demand, and your team can be sent into a tailspin trying to figure out how to satisfy this ridiculous request and to make this customer happy.  Or, how about the customer that calls and asks for a solution, but has no suggestions for how and what should be implemented?  All of these details are then left up to you and your team, which can lead to uncertainty and a bit of insecurity since all of you might think you understand what is best, but you have nothing to guide you on how close to the mark you will be.  None of these scenarios are fun, so for the betterment of our business and employees, we have to learn how to navigate through each type of customer relationship and the unique characteristics included with them.  That way, we can care for each customer in a better manner, which will improve their overall satisfaction and increase the morale of your team.

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Topics: Customer Service, Training, Problem Resolution, Difficult Situations

Training Doesn't Have To Be Long: 4 Quick Tips

Jana Love | Jul 9, 2019 10:06:00 AM

When you think of training, do you only think of it with a capital "T"? You are not alone, many of our customers come to us with the same thoughts, thinking that the only effective training is the formal, longer training class. We like to educate our customers that training can be so effective in small quick hits. For example, we find that our mystery shop's evaluations are perfect to use for swift training, not only for the manager/agent that was mystery shopped, but your entire team can learn from this exercise. For example, managers can take one or two points from a shop evaluation and use those topics to train the team. Managers can generically talk about the points that were made during the shop call and use our suggestions to train the team on how best to handle those points on future customer calls or situations.

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Topics: Problem Resolution, Communication, Difficult Situations

Do This, Not That: Take Responsibility

Jana Love | Jun 4, 2019 9:36:00 AM

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Topics: Problem Resolution, Difficult Situations, Take Responsibility

ProTip: Strengthen Your Foundations to Weather the Storm

Michelle Nitchie | Mar 19, 2019 9:04:00 AM

ProSolutions - Firm Tree Does Not Fear

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Topics: Managing Stress, Leadership and Management, Difficult Situations, Growth, Risk Taking

5 Steps To Better Service Recovery: REACT

Jana Love | Feb 27, 2018 9:03:00 AM

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I returned recently from a cruise where so many mistakes were made, I decided to revisit this topic. Mistakes are to be expected, I get that, but knowing how to recover an angry or frustrated customer into a loyal customer is a learned art. A Customer Focused Attitude is critical for successful service recovery. Employees need to be trained to anticipate and identify potential problems, as well as have the experience to make decisions and to deliver skillful solutions to customer problems. 

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Topics: Problem Resolution, Difficult Situations, Customer Complaints

Are You Cut Out To Deal With Difficult Customers? 5 Quotes That Help

Katie Scheer | Jul 18, 2017 12:32:06 PM

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You are in business, which means you have customers that have absolutely made you feel this way.  We have all been put in that tough position of dealing with a very unhappy, angry, and/or irrational customer, and at times, we have a hard time keeping our cool.  Here are some simple quotes (that we are revisiting from before), along with my take on them, which will give you advice and tips for handling these tough customers and situations...

 

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Topics: Customer Service, Negotiation, Difficult Situations

Tips and resources on how to be a master of customer service and sales; to improve yourself personally, as an employee, and as a leader; and much more.

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