Transcript How to Build Trust and Rapport with Demanding Customers in

How to Build Trust and
Rapport with Demanding
Customers in Difficult and
Challenging Situations?
如何与苛刻的客户在富有挑战的
情况下建立信任与默契？
Demanding Customer Situations
苛刻客户情况
• What are some of the demanding
customer situations that you faced?
你曾遇过哪些苛刻客户情况？
• What is the job title of the customer?
客户的职位是什么？
• What did you do?
你如何处理？
Some Examples of Demanding Customer
Situations 苛刻客户情况例子
• Insisting on changing product delivery
dates, either by postponing deliveries,
OR by bringing forward the delivery
dates
坚持更换送货时间
• Insisting on shorter lead times that are
much shorter than the industry standard
需要你做出迅速反应时间
• Frequent changes in requirements
经常更换要求
• Blaming you for their own mistakes
将自己的过失推到你头上
So, why do customers behave like
that?
为什么客户会这样呢？
Understanding the Predicament of
Customers 了解客户的困难
• Some customers are not decision
makers 有些客户不是决策者
• Some face internal pressures too
有些则面临内部压力
• Some don't have the right skills and
knowledge to deal with the situation
有些没有正确的知识与技能解决他
们的难题
• Some have needs that are not met
有些则还有一些需求没满足
How do you Build Trust with Customers?
你该如何与客户建立信任？
• People trust others who takes care
of them
人们信任那些会会他们着想的人
• People trust others who are trusted
by their friends
人们信任他们的朋友所信任的人
• People trust others who are like
them 人们信任那些相似自己的人
Rank the Shapes Below According to
Your Preference
Log on to:
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So how do You Deal with Demanding
Customer Situations in Creative Ways?
那你该如何以更创意的方法处理苛
刻客户情况？
Introducing Lateral Thinking
平行思考入门
de Bono • Harvard Business Review
China Annual Master Forum
28 Oct 2011 in Shanghai
德博诺 • 《哈弗评论》2011年度大师论坛
上海 2011年10月28日
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