Question

Topic: Career/Training

Cust Service/working With Difficult Ppl Training

Posted by Anonymous on 4/10/2013 at 12:28 PM ET 125 Points
Hi! I am a junior account executive with an marketing agency. One of my goals this year is to complete a webinar/seminar/book series/etc. on customer service/working with difficult people. I am wondering if anyone has any recommendations? Thank you!
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RESPONSES

  • Posted by Gary Bloomer on 4/10/2013 at 8:32 PM Accepted
    Recommendations on what? Marketing it? Making it? Distributing it? Packaging it? Positioning it?

    Who is the product aimed at? Hiring managers? Customer service managers, Call centre managers? CEOs?
  • Posted by chough on 4/11/2013 at 2:17 AM Accepted
    Gary is showing good insight that will help you with your goals. Once you have defined the problem, clearly, you are half way to solving it. As a junior account exec you SHOULD have been given a clear brief… if not this is a fantastic opportunity to write one. This is an important stage that not only defines the project, but becomes part one of your response.
    If, incidentally you have to create a webinar/seminar/book series this sound more like a HR task than a Marketing one!
  • Posted by Moriarty on 4/11/2013 at 3:26 PM Accepted
    In your webinar don't forget to tackle the subject of firing clients. There are clients who are difficult simply because they want to have the power, be the boss, be the expert - when they are hiring you as the expert. A good client will appreciate you taking the responsibility from their hands - it's what they're paying you for after all! A good client appreciates you going into details about how you tackle your work because it reassures them that you know what you're doing.

    Those that don't accept this are not likely to be a good fit with your business. What's more you are unlikely to be making much money from them owing to the time they waste with customer services.

    Looked into with some care, you may find that you (or your listeners) are more profitable without these troublesome customers.
  • Posted by Moriarty on 4/12/2013 at 9:34 AM Member
    I have two suggestions for you - they aren't about customer services, the psychological insights are valid. Because understanding the psychology behind bad clients is the part that is important.

    Nancy Slessenger is a recruitment specialist in the UK. What she does in the world of recruitment is directly applicable to your situation. I would start here: https://www.vinehouse.com/bullies-difficult-people/

    If you can extend her reasoning to your world, you are onto a winner as she is one of the sharpest tools in the box. I have used her resources to back up my marketing campaigns. There's always something you can learn from someone as canny as she is.
  • Posted by Moriarty on 4/12/2013 at 9:35 AM Member
    Sorry, the other one was Perry Marshall, only I couldn't find much that spoke of the things you are interested in. He's at https://perrymarshall.com and is certainly worth digging into via his search box.
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