Guerrillas regard the selling field as a battlefield and know that difficult customers require a strategic battle plan. Let's examine some of the attitudes you may encounter and some techniques for turning them around.
I. Angry Customers:
This customer may be clinging to a prior experience or upset about an ongoing situation.
Approach:
If it falls upon you to defuse the situation, do so immediately. If you can get the customer to talk about the situation, you can dissipate some of the anger. Resist the urge to get defensive and reassign blame. The customer doesn't care that a temp mislabeled their order. Admit the error to the customer and make a personal commitment towards resolution....
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