This document provides 10 tips for dealing with difficult customers. The tips are: 1) be patient; 2) listen carefully and show empathy; 3) call them if you promise; 4) offer different solutions; 5) avoid negative words and remain polite; 6) apologize if needed; 7) repeat their concerns; 8) let them know their comments are being heard; 9) don't answer emails right after seeing them; and 10) consult with colleagues. The overall message is that dealing with difficult customers requires patience, active listening, keeping promises, offering multiple options, staying polite, apologizing when warranted, acknowledging concerns, and getting input from others.

1. How to deal with
difficult customers?
10 tips for dealing with difficult tourists

2. DID YOU KNOW?
Unsatisfied customers will tell between 9 and 15
people about their experience!
About 13% of unsatisfied customers tell more than
20 people!

3. Be responsible and deal with all customers when they have something to
say...

4. #1
Be patient

5. ...because
a)
the communication process needs the
nourishment of patience
b)
if your thoughts are not positive, negative results
can occur

6. #2
Listen carefully and show empathy

7. REMEMBER: The ability to listen is
equally as important as the ability to
speak!
! When you don’t listen to others, you are
not learning or understanding anything...

8. #3
Call them if you promise

9. Keeping promises (or not) builds or breaks the trust
in human relationships...
NOTE: You want to build long term relationships
with your customers!

10. #4
Offer different solutions

11. ...because
a) they
will feel like their message is being
heard
b) they
will realize they are not just a number
for you

12. #5
Avoid negative words and remain polite

13. Being polite to your customers shows you have
compassion!

14. #6
Apologize if needed

15. Being able to apologize can bring benefits like
stronger relationships,
reduced conflict,
and forgiveness.
It’s well worth the effort!

16. #7
Repeat their concerns

17. Sad truth:
Even if you’re right,
somehow, you’ll end up
being wrong.

18. Repeating your customer’s problem after them shows
them you were listening, which can help lower their
anger and stress levels.

19. #8
Let them know their comments are being
heard, noticed and reported

20. Even difficult customers can have good ideas,
or push your business to a higher level.

21. Criticism can improve your business by giving
new ideas,
feedback,
comments!

22. You can let them know that their comments
were marked up and when a change is made,
you’ll let them know.
BUT, in this case, don’t forget to call them!

23. #9
Don’t answer emails right after seeing
them, take the time to cool down instead

24. Do not leave issues unresolved but at the same
time, know when to take a break and try to lay low
for a while.

25. #10
Consult with your colleagues

26. When having difficult customers, you need to
find a personalized way to communicate with
them.

27. Brainstorm their issues or situations with your
colleagues.

28. You can come up with some good ideas of solving
the problem that occurred.

29. YES, we do create, advise, educate, train, provide and
implement integrated comprehensive business solutions based
on information technologies!

30. Know more about us!
Blog article „How to deal with difficult customers”:
http://blog.itravelsoftware.com/2014/02/how-to-deal-with-difficultcustomers/
Find us on Facebook: https://www.facebook.com/itravelsoftware
See how iTravel Software can help you implement your travel software change:
http://www.itravelsoftware.com/
Try iTravel Software for FREE:
http://www.itravelsoftware.com/en/order.aspx?naruci=1