Pushing back when you've been pushed is a natural response. And it's the same with customers. Take a look at pushing in action, and see how you can respond to a customer instead.
- In my workshops, I do an exercise … where I have everybody find a partner. … And I have each duo choose a person to be partner A … and the other person is partner B. … Then I tell partner A to hold up the palm of their hand. … Next, I ask partner B to press their palm … against the palm of partner A. … And then I watch the audience for several seconds. … Next, I ask, how many of you who were partner A … pressed your palm against the palm of partner B? … And I take a look around and nearly every hand goes up. … Those who were partner A instinctively pressed against B. … But here's the thing, I told A to just hold their hand up, … I didn't tell them to apply pressure, that was B's job. … When I asked those who were A why they pushed, … the answer was always, they were pushing, so I pushed back. … Pushing back when we've been pushed … is a natural response for most of us. … This is why we are quick with a comeback … if someone accuses us of something. … But with customers, this natural push reflex …
- 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.