Learning how to redirect customers

- Often, while we are trying to lead our customers,…they dwell on the pain of the current issue.…What can happen in these situations…is they get caught up in their emotions…and the story of the situation…that it can distract us from our main purpose,…resolving the issue.…So, we may have to redirect their focus back…to what the technical issue is and keep…leading them to resolution.…We want to acknowledge and listen…to their thoughts and feelings,…but we have to keep the contact moving.…So, now we have a situation…where we not only need to lead the customer,…we also need to redirect them.…

Let's look at a common example…of an interaction with a customer…who needs to be redirected.…In this example, listen for what…technician could have done better.…- I always have to call about this issue.…Why can't you just fix this?…It's such a waste of time.…- Really?…In our system, I don't see any recent contacts from you.…Are you sure?…- Great.…You guys didn't take notes for any of the times I've called.…Typical.…- Well, it gets really busy,…