Be Your Customer's Hero

CHAPTER 70

Applying What You Know When the Heat Is On

In my experience working with frontline reps, I’ve found that no other topic is as important to them or resonates more with them than how to handle nightmare customers. While we like to use positively framed language, sometimes what’s more important is dealing with reality head on. And I want you to know that I understand that whether we’re talking about angry customers, mean customers, or just plain crazy customers, some customers are just nightmares. If you’re like every frontline rep I’ve ever met, you want to be better prepared to handle these customers when you come across them. In fact, I feel certain a few readers will skip the beginning of this book and jump right to this part. That’s ...