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!
Dealing with Difficult Customers #2 - To learn more about this author, visit Shaun Belding's Website.
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Leanne Hoagland Smith
Are your sales where you want them to be? Will you be one of the few who achieves sales success or one of the many who have failed to change? So what are you doing to change those results? Let’s be honest, with companies moving globally and at lightening speeds, the traditional business solutions are outdated and dead. My approach moves your business out of its comfort zone and secures your competitive advantage now. If you are seeking to increase sales, build customer loyalty, create a culture of great attitudes or just achieve some sleep filled nights, then we should talk because my clients have experienced exactly those types of results. Learn more about customer loyalty at http://www.processspecialist.com/customer-loyalty.htm Give me a call at 219.759.5601 for a free strategy session. P.S. If you are seeking a motivational speaker, sales trainer or small business expert that will leave your audience smiling and remembering, please feel free to contact me at 219.759.5601. - Visit Leanne Hoagland Smith's Website |
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Shaun Belding
(Visit Shaun's Website)
Shaun Belding is CEO of The Belding Group
of Companies Inc, which includes
divisions, RetailTrack Mystery Shopping &
Consulting(www.retailtra
ck.com) and Belding Skills Training &
Development (www.beldin
gskills.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.
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