To move the customer forward, the bad news must be reframed into a solution for the customer. Learn about how a reframing strategy is perfect for taking control of a difficult conversation, deflecting intense emotions, and keeping the interaction focused.
- I was a new manager, … with the company for about six months, … and I had to stand before 60 franchise owners … and give them bad news. … I was nervous about the discussion escalating … into finger pointing, flaring emotions, … and being asked questions that I just couldn't answer. … My vice president helped me prepare for this meeting. … We decided my best approach was to reframe the conversation, … to move the focus from what was wrong … to what we'd done about the problem. … He gave me the three-step reframing strategy … that he'd successfully used for more than 20 years. … The three steps are: here's what we know, … here's what we've done, and here's what's next. … This reframing strategy I learned is perfect … for taking control of a difficult conversation, … deflecting intense emotions, … and keeping the interaction focused. … Here's how it works. … You start out telling your customer what you know … about the problem they've experienced, … giving them the details they need to know. …
- 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.