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Crazy Customers: How to Detect, Deter, & Defuse Them
A New Program From Customersatisfaction.com To Protect Your People & Profits
Today, an enraged complaint letter to the Better Business Bureau or on social media can ruin your business opportunities, almost indefinitely.
According to Johns Hopkins University Medicine and the National Institutes of Health, "An estimated 26% of Americans ages 18 and older -- about 1 in 4 adults -- suffers from a diagnosable mental disorder in a given year."
A fraction of unbalanced individuals present untold hassles and even threaten physical harm.
What if you could detect troublemakers and deter them before they do damage?
"With proper training and focus, you can," says Goodman, "because business busters give off distinctive signals.
*To detect and deter the 10 types that signal their foul intentions.
*5 super-smart communication practices should be used to prevent problems.
* How troubling customers telegraph their eventual disruption during the purchasing process.
Salespeople and business developers should be especially on alert.
*Bad prospects say 3 specific things that are red flags every seller should know, but most don't.
*Once on board, complainers become top of the mind for multiple people who then have to improvise a response, which they do in haste, without much success.
This is distracting and exhausting, and any profit that was in a deal quickly evaporates.
About 5% of clients will cause 95% of your problems and unnecessary costs, says Goodman.
A complaining customer's assault on company integrity is another inducement for valuable employees to leave their jobs.
It is especially crucial to evaluate your client base to identify distressing individuals. Practically, every week mass violence is perpetrated by upset, unbalanced and vengeful people.
We owe a duty to ourselves and to our staff to avoid tragedies of this type.
*The program will discuss the FBI's profile of violent folks that act out their hostilities in the most punishing ways.
*Attention will also be paid to self-defense methods to detect people that are about to erupt violently, and to physically distance and protect oneself.
*Unknowingly, we use attack-messages of our own. Specifically, there are six messages to avoid using.
*Problem listening, and techniques for creating crystal clear communications on the spot, are also covered.
Goodman is an author of 26 books, including Monitoring, Measuring & Managing Customer Service, Please Don't Shoot The Messenger! and Crystal Clear Communication. A PhD in Communications from USC, he is also an attorney and a Black Belt instructor in Karate.
For more information, reach out to Gary Goodman at:
(818) 970-GARY (4279)
Dr. Gary S. Goodman