Don't Cut Them Off! Mastering the Yield for Calmer Customer Calls

Have you ever found yourself in a conversation where you're constantly interrupting or talking over the other person? It's a common habit, especially in high-pressure customer service situations. But here's the thing: interrupting your customers is like slamming on the brakes in the middle of a busy intersection. It's jarring, disruptive, and can lead to some pretty unpleasant interactions.

Let's face it, we've all been guilty of this at some point. Maybe you're eager to solve the problem, or you think you know exactly what the customer needs before they've finished speaking. But trust me, this approach is doing more harm than good.

The Art of Yielding in Customer Conversations

Think of customer conversations like traffic flow. Just as you yield to oncoming cars to ensure smooth traffic, you need to yield to your customers in conversations. It's all about giving them the right of way and letting them finish their thoughts before you jump in.

Why Yielding Matters

When you yield to your customers, you're doing more than just being polite. You're:

• Showing respect for their thoughts and feelings
• Gathering complete information to better assist them
• Building rapport and trust
• Reducing frustration and potential misunderstandings

Two Simple Steps to Master the Art of Yielding

Ready to transform your customer interactions? Here are two easy steps to help you yield effectively:

1. Let Your Customers Finish Their Sentences

This might sound obvious, but it's trickier than you think. Even when you're sure you know what the customer needs, resist the urge to jump in. Let them finish their thought completely before you respond.

Pro tip: If you feel the urge to interrupt, take a deep breath and focus on actively listening instead. You might be surprised by what you learn when you let customers fully express themselves.

2. Apologize If You Accidentally Interrupt

We're all human, and sometimes we slip up. If you catch yourself interrupting a customer, don't panic. Simply apologize and let them continue. A quick "I'm sorry, please go ahead" can work wonders in smoothing over any potential friction.

The Impact of Yielding on Customer Experience

When you master the art of yielding, you'll notice a significant shift in your customer interactions. Instead of feeling rushed or frustrated, your customers will feel:

• Heard and understood
• Respected and valued
• More willing to cooperate and find solutions

Remember, every interaction is an opportunity to build a positive relationship with your customer. By yielding in conversations, you're laying the foundation for trust and loyalty.

Putting It Into Practice

Changing habits takes time and practice. Here are a few strategies to help you incorporate yielding into your customer service approach:

• Practice active listening: Focus on truly understanding what your customer is saying, rather than formulating your response.
• Use visual cues: If you're on a video call, nod and maintain eye contact to show you're engaged without interrupting.
• Count to three: After your customer stops speaking, count to three in your head before responding. This ensures they've finished their thought.
• Reflect and paraphrase: Before jumping into your response, briefly summarize what the customer said to confirm your understanding.

Remember, yielding in customer conversations isn't about being passive or letting customers dominate the interaction. It's about creating a balanced, respectful dialogue where both parties feel heard and valued.

Ten Steps to Uninterrupted (FRIENDLIER) Calls!

By mastering the art of yielding, you're not just improving individual customer interactions – you're elevating the entire customer experience. So the next time you're tempted to interrupt or talk over a customer, take a deep breath, yield the right of way, and watch as your conversations transform into more positive, productive exchanges.

Your customers will notice the difference, and I bet you will too. Here's to smoother, more satisfying customer interactions!

Want to create meaningful connections with your customers and turn transactions into positive experiences?

My LinkedIn Learning course, "Building Rapport with Customers," will give you the practical skills to do just that. Learn how to establish rapport from the first moment, actively listen, adapt your communication style, and truly understand your customers' needs. Transform your customer interactions – enroll today and start building stronger relationships!

Pace your customers to build agreement and rapport from Building Rapport with Customers by Myra Golden