Ever wish you could do this to a customer?
This company would be better off without Customers”
But sometimes is feels that way doesn’t it?
If you’ve ever had to take that tough customer call, you were probably torn between telling them to get lost and possibly handing them everything they wanted. It’s a hard choice but gets easier if you handle the interaction with care. I have 10 Steps that should help you get your thoughts in order and calm your emotions down enough to do a better job of it.
The List:
- Step #1: Identify Your Emotion – Are you angry, nervous, or anxious? These are emotions. Identify where you are before even getting started.
- Step #2: Identify Your Self-Talk – What’s going through your mind? How are you telling yourself this will go? Are you going to be open-minded?
- Step #3: Identify Your Physical Response – Look at yourself in a mirror. If you look stressed or angry, it will come out over the phone. Look for signs of tension and take some deep breaths.
- Step #4: Empty Your Mind – Don’t assume you know how the person will react. If you do, you may bring about the negative respond you’re expecting.
- Step #5: Attend to the Other Person – When you speak to them, make the conversation all about them. Listen, let them vent.
- Step #6: Ask Open-End Questions – When gathering information, avoid anything that’s a definitive Yes or No. Use this step to get as much information as you can.
- Step #7: Listen actively. Focus. Turn away from your computer screen and close your eyes if you have to. Make sure you attention is on every word they say.
- Step #8: Don’t Assume, But Read Between the Lines – Listen for emotion in some of their raw statements. You can ask more open-end questions to clarify.
- Step #9: Summarize Their Points – If you’re taking notes, read back the list of WANTS and NEEDS. Ask them if you’ve captured all of their thoughts. Finally,
- Step #10: Ask Permission to Respond – This officially signals when you can address their complaint. You should have enough data by now. This is them ceding control to you.
Customer relations are tough and like any relationship, require work to make them succeed. By handling a tough call gently, but firmly, you can increase your chances of improving the relationship.