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Mr. Ali Al-Aradi is a Human Resource (HR), Learning Development (LD) & Management lecturer and writer, based in the Kingdom of Bahrain.[/symple_box]
Manama, Kingdom of Bahrain- What could make your business a successful one? Is it the secret in product or service? Or is there something more? The world right now became a global village and many competitors jumped in the same market looking to satisfy difficult customers and to create business solutions which became a real challenge in your way to increase market share.
Dealing with difficult customers is actually something behind the doors of those business solutions or training programs that are generally offered in the market, programs which focus in uplifting strategies through utilizing latest technology for customer retention or applying a panacea approach in service. I believe it should be more than that, aiming to shift the business concussion rather than continuing in the same direction, shifting the customers’ image in the frontline employees’ mind from “difficult people” to human being with emotional vales, adding to the business quality mission’s statement “Understanding Customer Needs” before generating maximum profit.
Those customers for sure became “difficult” due to difficulties they are facing within themself. When you show pure feelings and special care toward them as business strategies, not only you are uplifting your corporate culture, but the whole environment around you.
Those customers are also human being like you, they may face stress in dealing with other stakeholders, you need to look at them to what they are, not to the role they play (difficult customers), not jugging or criticize them but going behind their actions and re-actions only then as a retain of investment that will lead you to get a better cooperation and less push back.
