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When we hear that someone agrees with us
we feel justified, listened too, valued
and in the right. This will have the
effect of defusing a situation. We are
not suggesting that you agree that the
customer is right if they are not.
However you can agree with one aspect of
the situation, you can agree that they
are in a certain state. So for example,
if the customer is angry or upset you
can acknowledge this by simply saying,
“I can see that you are very angry/upset
about this situation.” Now the customer
feels acknowledged and that in some way
you empathise with the situation, you
can now negotiate in a more cooperative
environment.
Remember, use these new techniques on
easy customers please avoid practising
your skills on the steamrollers. Build
up your skills like you would your
muscles in the gym. When you are
proficient and strong then and only then
should you use them on hostile
customers.
Contact us
to find out how blue concept training can
support the people in your
organisation. When staff feel in
control, safe and calm they can provide the very best in
customer service. Conflict
management training will reduce costly
staff absenteeism, exposure to risk and
poor work practices.
Speak to
a member of our team who will be happy
to discuss how our employee
support
training can help your organisation.
Contact blue concept training
today. |
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