How to handle difficult customer - Improving my communication skill and techniques

Y

Yew Jin

#1
Hi guys,

I need some help or reference to improve my communication skill and techniques that how to handle the difficult customer when talking to them.

I found that I am poor in answering their difficult answer such as "We want it now, when can you delivery the product?" when we have the quality issue in manufactuirng plant.:truce:

Hope I can get the reference in website, file in pdf or even in ppt.
 
Elsmar Forum Sponsor

harry

Super Moderator
#2
Re: How to handle difficult customer

This is a complex subject. I doubt anybody can help you in anyway within the constraints of a forum. Why not contact MIM (Malaysian Institute of Management), Penang. They have a 2 day course on the Art and Skills of handling difficult people/employee. (I have nothing to do with them)
 
Last edited:

Jen Kirley

Quality and Auditing Expert
Staff member
Admin

SteelMaiden

Super Moderator
Super Moderator
#4
Re: How to handle difficult customer - Improving my communication skill and technique

The references that you've been given are excellent ideas. I cannot really tell from your profile "Quality Engineer" exactly where you fit into your organization, but you (your company) needs to have a plan for these types of things. It appears that you are not the only involved in figuring out what the problems you referred to are and how to fix them. It looks like you need to get the key players together and get a plan together so you have concrete information to give to your customer.
 

BradM

Staff member
Admin
#5
Re: How to handle difficult customer - Improving my communication skill and technique

Hello Yew!

I don’t really have anything scientific per se, but I always like trying to help.

You are asking for communication skills and techniques. I have read enough of your posts that you are a fairly bright man. Let’s play “what’s the real problem” for a moment:

  • Is your concern that the customer’s questions make you nervous and uncomfortable? Is it because you don’t know the answer to their questions, or because you know the answers, and it probably is not what they want to hear?
  • Are you dealing with people in your native language, or are these people with different languages?
  • Are these typical questions, or are they hitting you with unusual questions? Is it your job to answer these questions, or does somebody else have this knowledge?
Most important, don’t stress. If you haven’t visited the thread on stress, you might want to. I think all of us can benefit from it.
 
F

fusball223

#6
How to handle difficult customer - Improving my communication skill and technique

Hi Yew,
Jus my inputs based on my own experiences..... In a lot of occassions, the more info we put across to the customers, the more the customers are invovled in our situation in our company. The lesser surprises they get.
People react to surprises....

In cases where we oredi messed up [which is common in the real world], i personally think that there is only 2 ways of coping with it. One, to think of possible excuses which I do not recommend. Or to face the music and think our how not to let it happen again. Share the findings with your customer and prove it over time that things are improving.

I would think that rapport and good communications channel have to be built over time, thru good & bad times.

Hope it helps.......
 
Thread starter Similar threads Forum Replies Date
K Different Indications for Use in Different Countries -- how to handle IFU? Other Medical Device Regulations World-Wide 4
K How to handle GTINs for different configurations of one device with one part number? Other Medical Device Related Standards 0
I How to handle pending FSN when incident happens? EU Medical Device Regulations 1
Jimmy123 Process disturbances and the repair - How do you handle this risk in your company? FMEA and Control Plans 18
GoSpeedRacer How to handle operator involvement in the non conformance ISO 13485:2016 - Medical Device Quality Management Systems 5
A How to Handle Documented Information in an online database for ISO 9001:2015 ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 7
O How will you handle Clause 6.1 - Risks and Opportunities for AS9100 Rev. D Auditors? Risk Management Principles and Generic Guidelines 22
V Systems to Handle Development and Batch Analysis in same Laboratory Qualification and Validation (including 21 CFR Part 11) 3
dubrizo How do you handle damaged IM&TE in your organization? General Measurement Device and Calibration Topics 3
D MDD Classification of Bone Saw Handle ISO 13485:2016 - Medical Device Quality Management Systems 1
1 How to handle Nononformances in Clincal Manufacturing ? Nonconformance and Corrective Action 2
R How do we handle Training during transition and overlap from one system to other ? Training - Internal, External, Online and Distance Learning 4
Q How to handle different voltages for different countries Document Control Systems, Procedures, Forms and Templates 1
A How to handle complaints after end of specified medical device life-time ISO 13485:2016 - Medical Device Quality Management Systems 5
M How does Australia handle products that are EU PPE, but Australia Medical Devices? Other Medical Device Regulations World-Wide 7
C How to handle this Inspection conflict? Second Shift Inspector? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 8
Q How to handle customer request for changing specifications 21 CFR Part 820 - US FDA Quality System Regulations (QSR) 2
T How to handle Demo Units during an ISO 9001 Audit General Auditing Discussions 3
C ISO 9001 Nonconformances an how to handle them ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 4
D How to handle a blood stained GMP document ? Pharmaceuticals (21 CFR Part 210, 21 CFR Part 211 and related Regulations) 6
T How to handle 510(K) submisison in 2014 when the Fees were paid in FY13 ? US Food and Drug Administration (FDA) 3
C How to handle Action Results in a new FMEA Review once we have a new RPN? FMEA and Control Plans 1
Mikishots How to handle CAR (Corrective Action Request) Scope vs. Timely Response Nonconformance and Corrective Action 9
J Quality Procedure to handle some standard Medical Device Processes Document Control Systems, Procedures, Forms and Templates 1
L How to handle a Business Shutdown - Business Dissolution 21 CFR Part 820 - US FDA Quality System Regulations (QSR) 1
D Plan & Procedure to handle a Product that's being Withdrawn from the Market 21 CFR Part 820 - US FDA Quality System Regulations (QSR) 6
J Can you handle passivated parts without wearing gloves? Manufacturing and Related Processes 5
A How to handle the various Document Revisions Document Control Systems, Procedures, Forms and Templates 2
N How to handle Quality and Safety Deficiencies ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 3
L Client that refuses to help - How to handle ? Misc. Quality Assurance and Business Systems Related Topics 5
C How to handle Outsourcing with Same Site - Separate Cert ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 7
B How to handle Medical Device Emergency Software Releases Software Quality Assurance 4
B How to handle/follow supervisor and department head with different supervisory style? Quality Manager and Management Related Issues 7
Z If this is a Nonconforming Product (Service) under clause 8.3? How do we handle it? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 4
D Responsibility of Distributor for Customer Complaints - How should we handle this Customer Complaints 5
R How to Handle 'Scrap and Replace' of Non-Conforming Products Nonconformance and Corrective Action 9
B Upper Management makes changes to a report - How do I handle this? Six Sigma 12
J SOP for How to Handle an Investigation wanted Document Control Systems, Procedures, Forms and Templates 1
J AS9100 C - 7.5.1.3 - How do you handle Production Equipment Maintenance? AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 11
J Seeking advice on how to handle a Special Process Nonconformance AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 12
M How to handle the task of Organizing a Regulatory File Room Document Control Systems, Procedures, Forms and Templates 2
V ISO 26262 - How to handle OEM ASIL A (Automotive Software Integrity Requirements) Other ISO and International Standards and European Regulations 4
M How to handle Rejections of a Internal NCR event Nonconformance and Corrective Action 7
G Manufacturing Process Subcontracted - How do I handle Cl. 7.5? AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 16
P How to handle Out of Tolerance during Calibrations and exceeded Alert Action Limits Quality Manager and Management Related Issues 4
M The importance of Document Control? How do you handle your Document Control? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 2
R How do you handle 'Contaminated Wood Pallets'? US Food and Drug Administration (FDA) 16
L Quality Objectives - How various device companies handle "Quality Objectives" ISO 13485:2016 - Medical Device Quality Management Systems 9
A How does your registrar handle 2 certificates, one for AS9100 and one for ISO9001? AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 18
Le Chiffre Great article on how to handle continuous improvement Quality Manager and Management Related Issues 3

Similar threads

Top Bottom