As consultants we always receive feedback, negative and positive. This 7 steps will get you started on how to handle negative feedback with difficult customers.

1. THERE ARE SEVEN WAYS OF DEALING WITH
DIFFCULT CUSTOMER
INSPIRED BY
CRESTCOM TRAINING – SAUDI ARABIA
HISHAM.DABBAGH@CRESTCOM.COM
Compiled by @Lara_sagga

2. LEARN YOUR EARLY ANGER WARNING SIGNALS,
& LISTEN TO YOUR INTERNAL DIALOGUE &
CONTROL IT
‫ليس الشديد بالقوة , لكن الشديد الذي يتمالك نفسه وقت الغضب‬

6. 6 MOST COMMON “EMOTIONAL TRIGGERS THAT YOU
SHOULDN’T MENTION:
1- “CAN’T”
2-”NO” OR “I DON’T KNOW”
3-”POLICY”
4-”YOU SHOULD HAVE ” OR “WHY DIDN’T YOU”
5- “THE ONLY THING WE CAN DO IS”
6-”CALM DOWN”

7. THE CONFRONTING STRATGIES
INCLUDE:
1- USE THE CUSTOMER’S NAME
2- OFFER TO HELP
3- EXPLAIN THE PROBLEM OR BEHAVIOR
4- OFFER A RESOLUTION IF THEY WILL LET
YOU

9. LISTENING IS THE FOUNDATION
OF EFFECTIVE COMMUNICATION
& IT SHOWS RESPECT

10. 4 STEPS TO IMPROVE LISTENING SKILLS:
1- be ready to LISTEN
2- Take NOTES
3- Show that you are LISTENING
4- Restate CONTENT or EMOTIONS