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Center for Behavior, Institutions and the Environment
Service | 6 min read

Written by Meg Prater

@Meg_Prater
Service | 6 min read
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How to Deal with Difficult Customers

Crossed arms, heavy sighs, short replies -- you know when a customer's getting frustrated. Worse, these physical signs show they're losing interest in what you're saying, and your shot at keeping their business might be fading fast.

Often, difficult or even angry customers aren't expressing frustration with you. These emotions are tied to external situations and psychological stimuli. So, put your great communication skills to work, draw on your superpower of reading the situation, and use these seven psychological tips for managing difficult customers to save your customer from churning.

When you're upset, has someone saying, "I understand," ever made you feel better? I didn't think so. Plus, this kind of broad statements isn't accomplishing anything. Take the following scenario:

Customer: "I'm frustrated because we have a limited budget and you're unwilling to offer us a discount. "

Customer:

Customer Success Manager: "I understand, but … "

Customer Success Manager:

You know the conversation above isn't going to end well.

Instead, practice reflective listening . This approach requires you understand what the other person is saying by interpreting their words and their body language. Then, respond by reflecting the thoughts and feelings you heard back to your customer:

Customer Success Manager: "So, what I'm hearing is that our pricing is a barrier for your business. Your budget is tight, and I'm not offering a discount that meets your needs. Is that correct?"

If you've adequately understood their sentiment, move on. If not, say, "Tell me more, so I can better understand." Never promise you'll fix the situation -- because you might not be able to. Your goal in this moment is to make your customer feel heard and valued.

The affect heuristic is a mental shortcut. It helps you make quick, efficient decisions based on how you feel toward the person, place, or situation you're considering. Simply put, it's the fact that we all made decisions and judgments based on our worldviews and experiences. It's our bias.

In these situations, objective facts carry little weight for us. Instead, we run the decision or situation through our internal "software" and develop our own opinions based on what we already know.

The study was conducted according to the Declaration of Helsinki, and approved by the Institutional Review Board of the hospital. All patients provided their written consent to join the study. Women of Chinese ethnicity with body mass index (BMI) ≥28 kg/m 2 who were awaiting IVF treatment were recruited as the obese group ( n = 12), while those with BMI 20–25 kg/m 2 were recruited as the non‐obese group ( n = 12). This cut‐off for obesity was adopted from the World Health Organization (WHO) recommendation that Asians be considered obese when the BMI was ≥25 kg/m 2 ( World Health Organization, 2000 ). Women with a contraindication for the use of hCG and/or major medical conditions, including uncontrolled hypertension, uncontrolled diabetes or ischaemic heart disease, were excluded.

The study was performed in the early follicular phase up to day 7 of the start of a spontaneous or progestogen‐induced menstruation. A blood sample was taken 5 min before hCG administration to ensure that there was no endogenous hCG present. An i.m. injection of 10 000 IU hCG (Pregnyl®; N.V. Organon, The Netherlands) was given under ultrasound guidance to ensure that the needle was correctly placed in the muscle layer of the deltoid muscle. Blood was taken at intervals (12, 24, 36, 48, 72, 96 and 120 h) for determination of hCG concentration by immunoassay using direct chemilluminometric technology (Bayer, New York, USA). These sampling intervals were based on a study conducted on the pharmacokinetics of hCG in normal patients ( Mannaerts et al ., 1998 ). The mean (± SD) time to reach maximum serum concentration ( t max ) after i.m. injection of 10 000 IU hCG was reported as 20.78 ± 9.68 h, and the half‐life ( t ½ ) was 33.55 ± 4.14 h. The maximum concentration ( C max ) and area under the plasma concentration‐time curve (AUC) from zero to infinity after i.m. administration were determined.

At 4 weeks after the initial (i.m.) administration of hCG, the same patients each received a s.c. injection of 10 000 IU hCG. The 4‐week interval was utilized to allow clearance of hCG after i.m. dosing, and also to allow drug administration during the early follicular phase of the cycle. The injections were given using an injection pen and insulin needle to ensure that the drug was deposited in the subcutaneous layer of the periumbilical region. Blood was taken at the same intervals as after i.m. injection. The C max and AUC of hCG after s.c. administration were determined. All hCG used in the present study was from the same batch in order to avoid batch‐to‐batch variability of the drug.

Based on the results of a previous study ( Mannaerts et al ., 1998 ), the mean AUC after i.m. hCG administration (10 000 IU) was 28130 ± 5870 IU·h/l. In order to detect a 20% reduction in AUC after s.c. injection, nine patients were required in each group to provide a power of 80% and P ‐value of 0.05. In order to allow a drop‐out rate of 20%, 12 patients were recruited for each group; such a sample size also allowed detection of a 27% difference in the AUC of hCG between the obese and non‐obese groups, with the same power.

7:30 am | Wake Up

Even if my toddler wakes up a bit early, he stays in his crib until this time. This is breakfast time. Awesome tip: when you serve breakfast is when their metabolism signals them to wake up. If you feed them at 5:30 am they’ll wake then.I’m a stay-at-home-mom so I know this time won’t work for everyone. This clock might help if they are an early riser.

8:30 am | Free play

We do breakfast leisurely. We eat slow, put dishes away slow, and mosey away from the table slow. After that I let the kids free play for a bit to ease into the day. I try not to let this go on long enough they start fighting and going nuts, but I let them figure out what they’d like to do next whether it’s riding bikes, playing with the bunny , or just messing around with toys. You can find age appropriate bestselling toys here .

9:00 am | Independent play

Now, depending on the season, this time slot may change. Independent play is essentially letting your child play alone with their toys uninterrupted by you or siblings. I try to have this happen daily. If your kids don’t know how to play on their own, this will help you teach them how .

10:00 am | Outside play and snack

If we skip snack time, things go haywire. I am okay with letting the kids go hungry on occasion. However, without a proper fulfilling snack they may stand by your side begging for veggie sticks or grapes until you want to bang your head against the wall.

I love sending them all outside. We have a designated fenced play area, but if it’s summer we’re by the pool all morning or in the front yard with the hose and the dirt. There is usually a lot less fighting outside and the squeals seem less… grating. (Here are 7 things to do when it gets too noisy )

10:45 am | Indoor activity

I don’t do an indoor activity every day. And, the days I do, “activity” is loose over here. This can mean building together, reading a book, or even doing chores. There will be a time during the day when you need to do something structured or – at least – led by you. This is character building, helps teach them to obey instructions, and means they aren’t trying to find something to get into or throw in the toilet.

11:15 am | Free play

I let my son (who is currently 2) find something he likes to do and either let him at it or join in if I’m able. On the days when my mother’s helper (2 mornings a week) is here, she will often play with him. This might be Spot It or it might be trucks in the dirt.

12:00 pm | Lunch

Thank you Molly Malone!

Thank you Molley for those functional aspects of the “folate derivatives. Technically you only need to convert folic acid to DHF, which can be used for regeneration of BH2, so it doesn’t need a lot of steps to contribute. Most of the functions come from the folate cycle. In addition, I would regard 5MTHF as being more a regenerative molecule to make methyl B12. It is methyl B12 in combination with methionine synthase that reacts with homocysteine, but it is also betaine. Further, homocysteine should not build up in the cell if CBS is working properly. Evidence now suggests that it is lack of function of CBS that leads to Hcy accumulation. MeCbl is probably really only used when dietary methionine is low and you need to recycle the Hcy, though to Met, then make SAM. As for the 150 different “analogues of folate” most of these would be accounted for by polyglutamate modfication of the various analogues, thus having 1,2,3, 4 or 5 glutamates would increase the number of analogues,. I am sure that you realize that this is required to keep the analogues in the cell. 5MTHF from diet is not polyglutaminated but (like folic acid) must enter the folate cycle for this to occur. In contrast to folic acid though, in the absence of MeB12 this won’t happen with 5MTHF and leads to elevated serum folate, confusing the picture for the diagnostician, particularly when B12 levels are low.

Leslie says

Kristy–If you have the insurance or simply can afford the b 12 shot–Demand It. I live with a b 12 deficiency. I get a shot every 2 weeks and I’m not even 40. It has taken a permanent disabling toll on my body–overlooked for so long. Lord knows–those babies will suck the life out of you! Babies get ‘fed’ first, right? Don’t be afraid to tell your doctor–“It’s my body–Give me the shot.” Then-do your research. Sometimes we just can’t trust the doc to take care of us. Try to find your underlying cause and start there. Best of luck. Get em.

Reply

Learner says

Kristy,

Dug up that Japanese study and take it to your doctor, along with info from the CDC that says under 200 is low.

There are also some writeups by doctors for doctors online. Print and take to the doctor as well.

Good luck!

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