People Skills

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Conflict Resolution  >>  in Business  >>  NLP Guidelines

How To Deal with Rude and Unfair Customers

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Three Rules for Dealing with Rude and Unfair Clients

  1. Just because they are being negative, you don't have to be rude or defensive concentrate on the problem, not the person

  2. While trying to resolve the conflict, keep in mind that you cannot change the past, only the way it's remembered. Similarly, you cannot change the future, but you can influence it based on what you do now, in the present.

  3. To salvage the relationship, search for a solution in cooperation with your client; re-focus his or her attention from the problem to the solution ask him or her, what is it you can do to resolve the conflict.

Wise Agreement

 

Dealing with Rude and Unfair Clients

First of all, you need to set aside sufficient time for solving the problem and give the client your attention.

Same Reality, Different Perceptions

Also keep in mind that you don't have to be rude or defensive even if you feel that your client is unfair. Doing this would communicate that it is the client who is the problem, not that the client has a problem that needs to be solved.

How To Solve People Problems

Some clients are rude just because they may believe that it is the only choice they have and they are used to getting their way in this manner. In this case, you have an opportunity to educate, to teach them new choices, and also discover new ways for keeping such clients.

How To Turn Problems to Opportunities: 6 Tips

You cannot change the past, but you can change the way it's remembered. Similarly, you cannot change the future, but you can influence it based on what you do now, in the present.

4 NLP Perceptual Positions

If you wish to salvage the relationship, try to find a solution in cooperation with your client.

  

 

Rather than coming up with your all your own scenarios that don't match what your client wants, ask him or her: "What is it that we can do right now to make this right?" Such a question will help you to stop your client focusing on the problem and start focusing on finding a solution. It also communicates them that you are also attempting to solve the problem.

Problem Solving Strategies: 4 Levels  Download PowerPoint presentation, pdf e-book

Once you get a response, you have a point to start negotiating from.

Negotiation DOs and DON'Ts