Discover three tactics for getting demanding customers to back down. Plus, learn why these tactics work so well.
- Three tactics for dealing with demanding customers. … We're going to get right into it in this video. … First, keep your responses brief. … After a few seconds of venting, … say something concise to your customer, … Mm-hum, I see or I can see your point on that. … Venting stops a lot faster when customer feel acknowledged. … At one point, when I was in labor with my daughter, … I screamed out to the doctor I can't do this. … I'm known to be melodramatic. … The doctor stopped and said, "Okay" … and then she communicated a silent messages to the nurses … and they all walked out. … I was stunned, I'm delivering a baby … and you just leave? … They returned later, but I realized the tactic immediately. … Rather than deal with my drama, … they gave me their absence. … You can use this tactic with dramatic customers. … That is the second technique, silence. … When customers get enraged, … don't interrupt, don't say a word. … This works over the phone and in person. … After a few seconds of ranting without your input …
- Recognize examples of pushing when dealing with a customer.
- Summarize the goal of reframing conversations.
- Identify the benefits of using partnering language.
- Determine the best response to a customer who asks to speak to a manager.
- Identify statements that can be used to acknowledge a customer’s issue.