Often, customers see interactions as "you against them." Hear specific words and phrases to show customers that you're on their side.
- When a customer reaches out to you about a problem, … they usually don't think things will be easy. … They expect to have to push for what they want. … To customers, it's them against you. … Visually it's like this. … There's a brick wall between you and your customer. … You're on one side of the wall … and your customer is on the other. … The customer sees the issue they're trying to get resolved … as being on the same side of the wall as you. … To get their issue resolved, … customers have to penetrate that wall. … To break down the barrier some customers … will just ask to talk to a supervisor. … Some will overtalk you. … Others will use profanity. … It's up to you to stop your customer's focus … on knocking down the bricks. … You have to let your customer know … that you're not on opposite sides. … You're on the same side. … You can let customers know you're on their side … by using partnering language. … Partnering language bridges the gap … between you and the customer … and it shows the customer that you both want the same thing. …
- 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.