One of the top reasons customers escalate is because you’re not telling them what they want to hear. This means you need to know how to handle interactions when customers don’t hear what they want. In this video, learn about some tips on how to do that.
- A participant in one of my deescalation workshops … shared his best advice for getting customers … to accept his word as the final answer. … He was on the escalation team at his company. … And told us, he found that the best approach … is to just say what needs to be said, … directly, and to show with your words … and your tone that you're sorry it has to be this way. … In doing this, he cautioned, … you have to be firm, confident and final. … That participant could have lead the workshop for me … because his advice was precisely my method … for getting customers to accept your word as final. … One of the top reasons customers escalate, … is because you're not telling them … what they want to hear. … So, you have to know how to handle interactions … when customers don't hear what they want. … Your customers are more likely to accept your word … as the final answer, when you say what you have to say … in a way that is both regretful and direct. … Being regretful and direct is done in three steps. …
- 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.