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Dealing with Difficult Customers #2

Written by: Shaun Belding

Article Overview: How to deal with customers who want to complain, but not listen. (From Shaun Belding's "Winning at Work" newsletter

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!

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Article Tags: customer service, dealing with difficult customers, how to deal with customers



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