Customer service can be tough. It's easy to take a bad interaction with a customer personally. Discover how to productively process your emotions using the Q-Tip technique and positive self-talk.
- A participant approached me at a break during a workshop. … My problem, she revealed, … is I take things personally. … I know it's not about me when customers attack … but still, I make it personal. … She's not alone. … A lot of us personalize things … when we're dealing with difficult customers. … Here's how to know if you've taken things personally. … You've gotten emotional, … maybe that's getting upset, … maybe it's an increased heart rate. … Or maybe you felt fed up with customers … who try to get over on you or your company. … And you don't feel like giving them anything … because they don't deserve it. … The good thing about taking things personally with customers … is it says you care. … You're fully vested in what you do. … Taking things personally can become a problem though. … If you find that you're often resistant … to helping unreasonable customers, … or if you've ever felt verbally beat up … after an interaction with a customer, … you need an intervention. … And that's what this video is. …
- 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.