Dealing with Difficult Customers #2
Dealing with Difficult Customers #2
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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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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Joe Dager is President of Business901, a progressive coaching company providing no-nonsense direction in areas such as Lean marketing and organized referral marketing. What others say: In the past 20 years, Joe and I have collaborated on many difficult issues. Joe’s ability to combine his expertise with “out of the box” thinking is unsurpassed. He has always delivered quickly, cost effectively and with ingenuity. A brilliant mind that is always a pleasure to work with.” - James R. If you want to learn more about Business901, start a conversation with us. We can be found @ Web/Blog: http://www.business901.com Web/Blog: http://www.FundingYourNonprofit.com http://www.linkedin.com/in/business901 – Linked In http://www.twitter.com/business901 – Twitter - Visit Joe Dager's Website |
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Bernard ReberBack in late 1992, MS Access hit the streets. About that time the company I managed needed new software to handle their growing client base and I decided to try this new product. I had little difficulty writing and adapting a database to suit us and discovered a hidden talent for programming. A business was born. With business studies and 25 years of management experience in three different countries under my belt, I could offer a unique combination of skills and my customers agreed. From these humble beginnings my software 'invoiceit' emerged in 1999 and has since been taken to 49 states (hello Wyoming, won't you join us?), all across Canada and more than 70 other countries. From the very beginning the program included cashbook accounting, the simplest form of keeping financial business records. The Dictionary.com defines 'cashbook' as "A 'book' in which to record money received and paid out". For 'book' substitute 'simple software' and that's what I'm about. Now I have published Simple Accounting, an inexpensive spreadsheet solution which even you can master. For just $14.95 it costs less than a takeout meal! More at http://www.scrambled-card.com/simple_accounting_main.htm - Visit Bernard Reber'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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