Aug 28, 2018
I want to discuss why we have difficult customers and what to do
1. You are creating difficult customers.
So do a self-evaluation on why customers are "difficult." Identify these frequent accidents with the customers, address the issues and solve them.
2. Fire some of your customers.
Sometimes you just don't need certain people to be your customers, particularly when there isn't a match with what they are looking for and what you've taken a strategic decision to offer.
3. Upskill your folks with better tools.
I don't mean (only) tech tools, but rather soft skills. Tools and knowledge that helps your team deal with complicated human interactions.