How to Handle Difficult Customers When You KNOW They are Dead Wrong…
Throughout my career as a speaker, consultant, and customer service trainer, I’ve heard a multitude of war stories about challenging customer service situations.
Let’s face it. Many customers challenge and argue with us even when they are dead wrong. Some lie. Some just love to give people a hard time. Some just want to “try” you. We’ve all experienced these situations in customer service scenarios. [Read more…]
This article has been published in numerous trade publications.
The world has changed! That’s an understatement. No one expected the unprecedented changes that have occured in our world, in business, and in the workplace. The pandemic turned our world upside down.
As a result, companies have had to make changes to ensure survival and success.
In this environment, no business can afford to maintain the Status Quo!
One of the most challenging and important responsibilities for leaders is to institute change. Managerial calls to embrace change are often met with resistance and uncertainty. If not managed correctly, disgruntled employees, profit loss, poor performance, and unacceptable levels of customer service can be the result. Worse, people may simply leave! Employees that have been working from home for the past year or two and are told to go back to the office is a change the majority of employees don’t want to make. Employees leaving their jobs is a harsh reality we must face.
Below are methods to help you manage change, and the transition process. [Read more…]
Forget tough. Today’s competition is fierce! Now, more than ever, your commitment to establishing a true “team” culture is not optional, it is vital to your company’s success, and is a major key to survival in today’s tough economy. [Read more…]
When you think of the word “conflict” you likely associate it with the words friction, disharmony, rivalry, disagreement, clash, dissonance, disunity, and yes…stress. “Not seeing eye-to-eye” might come to mind as well. None of these conditions are healthy, but they are not uncommon in any organization. [Read more…]
When Edwin Land successfully launched his classic invention, the Polaroid camera, he should have stopped there. Against the advice of his sales and marketing people (and without the benefit of market research which he detested), he introduced a device, called Polavision, (selling at the hefty price of $700) that would record an “instant color movie.” So convinced that this device would succeed, Land invested 68 million dollars to promote it. In spite of the desire and the dollars, the product failed. [Read more…]
Is it necessary to adapt your selling style when your prospect or customer is a woman?
You bet! Extensive studies and research have been conducted on this topic. It doesn’t take a rocket scientist to know why – women are different than men. They think differently, communicate differently, decide differently, shop differently, and even buy differently than men. [Read more…]
CHRISTINE CORELLI & ASSOCIATES, INC
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