How to Deal With Difficult Customer Effectively
John C. Fetzer has had over 30 years of experience in laboratory compliance, including developing methods, writing SOPs, training, and auditing. He has served on the editorial advisory boards of the Journal of Chromatography, Analytical Chemistry, and Analytical and Bioanalytical Chemistry. He has published over 50 peer-reviewed articles on liquid chromatography, with many dealing with the mechanisms of separation.
Difficult customers can be much more than just an occasional irritation. They can damage the reputation of a laboratory, take up a lot more time than the average customer, and can disrupt operations. Difficult customers are varied in how they deal with problems and the laboratory. Inter-personal skills in speaking, listening, negotiating, and other areas are needs that fall outside of the skill set of the laboratory scientist. Reaching agreement on work schedule, the work process, prioritization, the means of reporting, and other important issues must be done with a higher degree of effort and detail than for the typical customer. This webinar will describe how to accomplish these and the skills needed to do this.
- Better communication – listening, speaking and responding, feedback, and continuous efforts
- Aims and motivations of the customer?
- A personalized approach
- How to get feedback and how to keep going
- Learn how to get away from the mentality that one protocol fits everyone’s needs
- Learn how to listen better to understand the customer’s feelings and perspective
- Learn how to use what is learned by listening to create a different approach
- Learn how to use your voice and body language to ease tensions and create better harmony
- Learn phrases to calm your customer and create a partnership
- Learn how to inform your customers, how to get useful feedback, and how to maintain a good relationship