How do you deal with difficult customers?

here is the process: simple but not easy: 

LISTEN, 

then ACKNOWLEDGE their experience/concern/commitment/fear, 

then THANK THEM, 

then SAY what you will do or not do.

Respect is a two way street and if you give in to those who simply do not know how to respect you, your product and or service then you open a door to forever having a problem. Some bring with them their own negative "self" If you know you are being fair and offering a fair price do you need the customer badly enough to allow them to disrespect you and your company. If you do they will never be happy and neither will you for they will always be a thorn in your side. Be kind, be firm, be fair then it is up to them. If they stay with you there will be an entirely different level of respect and open communication.

I answer their questions. I make suggestions when it seems appropriate to do so. I've been through the process thousands of times, and so I can usually tell what's coming. If they want to negotiate, I indulge them, and we usually come up with a compromise. For some customers, it is customary to negotiate during the buying process. It is part of their business culture.

Sometimes customers are difficult because they are quite serious about your product or service. Get them to yes, and they will be with you for a long time. On the other hand, when a customer is being pointlessly difficult, I often suggest the name of a competitor and say that the competitor might serve the customer's needs better.

When a prospective client is being incredibly difficult, you need to determine if it'll be worth the headache to have them for a client....at which point you may have to say "I don't think we're a good fit for you....you may want to look elsewhere".  Sometimes, for your own sanity, you need to walk away.  They will never be happy. 

It's a tricky question to answer because the question is when did they become a difficult customer?

I believe that a customer only becomes difficult when the sales person isn't listening to the client. While this isn't always the case asking questions, talking and LISTENING to the answers a client gives you can usually make a difficult customer a loyal and great customer. The one thing I can tell you is that it requires patience and a lot of listening and this applies to clients that are over critical of your product or service as well... what they are really saying is "I don't understand" "I need more information"

If you have a customer trying to get you to lower your price then the issue here is the sales person hasn't sold the customer no the value of what you're selling but you will always have those clients that want some kind of discount otherwise they won't be happy and to keep them happy a discount is well worth it.

The simple fact is the most difficult clients when listened to and handled with patience, understanding and kindness can and do turn into the most fiercely loyal customers and advocates for your business.

I provide excellent communication. I update them on the legal laws, guidelines, and what they need to provide in order to be pre-approved for a mortgage loan. If they have credit issues, then I will go over those with them, and help them get it repaired so that they will be eligible for home loan. Working with difficult customers is still a part of our business, and helping them get their issues resolved is a great way for them to refer you to their friends, relatives, associates, and neighbors!

Be short and sweet!  If they are critical and negative, shut it down and move on.  Time is money and if they are critical of your service or product, you have the right to refuse servicing them.  They can look elsewhere for liqueur cakes, pies and cobblers if they do not see the VALUE of your skills/talent... every person that comes across your path does not have to be a customer.  

Appease them by letting them know that they are your priority in their needs, listen, and adjust; make the changes that will make them happy.

First an foremost: Listen!

Be understanding, acknowledge their issue and fix/help them when you are able to do that. If you are not able to fix/help than describe the reason(s) in a way that they are able to understand. Sometimes the only solution might be to let them go.

Lets break down your question, in parts. Customers that are uncertain should always be guided through the entire process, without question. This customer may end up being one of your best customers going forward. Customers that are critical of the products should be offered a full refund or a replacement product. Service issues should be carefully listened to and elevated to supervision to check and see what really went wrong. Legitimate service issues need to be addressed with all concerned the same day and emails should go out to all service personnel as to the proper fix, going forward. Customers that look for discounts need to be reviewed on a case by case basis, as volume discounts my be appropriate. Again, this situation should be elevated to supervision as with difficult customers. Customer service personnel should be polite and inform the customer that they simply follow the rules and cannot make them.