|
|
Like this article? PLEASE +1 it! |
|
Dealing with Difficult Customers #2
Written by: Shaun BeldingArticle Overview: How to deal with customers who want to complain, but not listen. (From Shaun Belding's "Winning at Work" newsletter
![]() |
Free Download - The Power of Patience By Shaun Belding |
Dealing with Difficult Customers #2
Some customers, when upset with you, your product or your company, just don't seem to want to listen to what you have to say. Even after you've tried to explain things, their rants pick up where they left off, as if you'd never said anything at all. It's all you can do to keep from shouting at the top of your lungs, "If you'd just stop talking and listen, I might be able to help you!"
There are two things likely happening here that you need to be aware of. First, your customer has probably been stewing over the issue for some time, and has created a 'script' that's been running over and over in her head. She's got things to say, and by gum, she's going to say them! Second, she isn't quite convinced that you really understand the problem yet.
The secret to dealing with All Talk & No Listen is to use effective Prompting and Echoing techniques. Here's how they work:
1. As she's talking, instead of trying to interrupt or shorten her 'script', (as tempting as it can be) use words and very brief phrases which prompt her to get everything off her chest. (eg. "really?" "Oh no," "Is that right?" "How terrible!"). Then listen very carefully to what she has to say. This gives her the satisfaction of getting through her script, as well as giving her the sense that you really do care about her and her concerns.
2. When she has made an important point, echo it back to her as close to word for word as possible. This sends the message that you actually understand her concerns, and will help prevent her from feeling the need to repeat herself. For example, if she says, "it broke after just one day!" you might respond with "oh, no, it broke after just one day?" (Note: Be careful of your tone of voice!)
You may be surprised at how effective these two simple techniques can be. And, the great thing about All Talk and No Listens is that, once you win them over, they often become your greatest ambassadors!
Article Tags: customer service, dealing with difficult customers, how to deal with customers
|
About the Author: Shaun Belding RSS for Shaun's articles - Visit Shaun's website Sign up for Shaun's free weekly newsletter, Winning at Work! Shaun Belding is CEO of The Belding Group of Companies Inc, which includes divisions, RetailTrack Mystery Shopping & Consulting(www.retailtrack.com) and Belding Skills Training & Development (www.beldingskills.com). The companies are global leaders in training, developing and measuring customer service skills. Shaun is recognized as one of the world's leading experts on strategies for dealing with difficult customers and difficult situations. His four "Winning with the ... from Hell" books, including the international best-selling "Winning with the Customer from Hell - a survival guide", are published around the world in eight languages. His latest book, "Win At Work: Navigate the nasties, get things done and get ahead", is now available in the UK and the US. Click here to visit Shaun's website Three Persuasive Language Techniques Dealing with Difficult Customers 5 Dealing with Difficult Customers 2 Dealing with Difficult Customers 4 Dealing with Difficult Customers 1 |
Related Forum Posts
Share this article with your friends. Fund someone's dream.
Leave a comment below or share on the left and you'll help support entrepreneurs in Africa through our partnership with Kiva. Over $50,000 raised and counting - Please keep sharing! Learn more.
Get advice & tips from famous business
owners, new articles by entrepreneur
experts, my latest website updates, &
special sneak peaks at what's to come!
Download a template or see a lawyer?
What is the bottom line to you?
Fear Factors in Small Business: Sales & Marketing
Email us your ideas on how to make our
website more valuable! Thank you Sharon
from Toronto Salsa Lessons / Classes for
your suggestions to make the newsletter
look like the website and profile younger
entrepreneurs like Jennifer Lopez.


