Difficult customers come in many forms. But they all can be helped with the right touch.
Here are phrases to use when you encounter these four tough customers (or co-workers, for that matter):
- Mr. Negative. “Thanks for your insight, but I’m going to look at it differently and handle it like this …”
- Mrs. Know-It-All. “You have certainly given me a lot of information. Thank you.”
- Mr. Quiet. “Tell me what you think about …” (Keep quiet until he opens up.)
- Mrs. Agreeable. “Tell me on a scale of one to 10 how likely you think this will work.” Then press for reasons why she only gives a six.
