Do you find it difficult to get customers to accept your word as final? Like, do they just come back and ask their question another way. Or even better, do they ask to talk to your manager?
The thing is, we all need to get better at making our answer the final answer. It’s pretty easy to give a firm answer when you have the right approach.
Making your answer the final answer comes down to two things.
You must be assertive, and you must be direct. I talk about how to make your answer the definitive solution in the short video below.
In the video I made for you, I share an example one of my clients shared with me. He worked on the escalation team for a Timeshare company. He had to talk to customers who were ready to get rid of their timeshare for one reason or another but were told they couldn’t unload that mortgage because the contract was for life. It lived on even after the owner died.
I have a module dedicated to how to make your word the definitive answer in my De-escalation Online Course, which is part of my Customer Service eLearning suite. If you or your employees struggle at all with how to get challenging customers to back down, take a look at my De-escalation Training Course.
I share my client’s approach to getting his timeshare customers to accept his no as the final answer every single time. Hint: He did it by being assertive and direct. Watch my video to learn how to get your customers to accept your word as final.