How to Handle Difficult Customers – The Aikido Principle of “Don’t Push”

How to Politely Control Calls with the Chatty Cathy

Angry Woman speaking phone

As you might know, one of the things I teach is how to control calls with customers. Specifically, how to deliver a warm customer experience while politely getting the long-winded customer to cut to the chase.

It just so happens I was on a call this morning with a chatty-Cathy. She was such a dear and I truly enjoyed talking with her. But I had another conference call scheduled to start in 7 minutes.

I teach call control. Now I needed to control a phone call. I saw this situation as a mini-test, if you will. A test to help me keep my skills fresh.

So I used my favorite call control strategy:

Ask 3 closed-ended questions back-to-back.

When customers are long-winded, rambling or story telling, they are likely stuck in the right side of the brain. The right side of the brain tends to use more of our creative, fantasy and philosophical sides, whereas the left side of the brain focuses more on facts, numbers and analytical thinking.

CallControl

As long as the customer is communicating from the right side of the brain, it will be difficult for you to control the call. You need to effectively shift your customer from the right side of the brain to the left side of the brain.

An easy and very effective way to help your customer make this shift is for you to ask your customer 3 closed-ended questions back to back.

Closed-ended questions are questions that can be answered in one word:

“Do you like pizza?” is a closed-ended question.

“What is your favorite kind of food?” is an open-ended question.

Closed ended questions work because customers are limited to one word (or perhaps a series of numbers.) Asking closed ended questions will give you some immediate control over the phone call, but to maintain that control, you must ask closed-ended questions that require your customer to go to the left brain to retrieve the answer.

That is, you need to ask questions that require your customer to use analytical thinking, to recall, or to lookup something.

Here’s an example.

When I worked in the car rental industry, I had my staff launch three strategic closed-ended questions the moment they felt they were dealing with a long-winded caller. These are the questions my employees asked.

  1. What is your rental agreement number?

  2. Can you read me the location code located in the top right-hand corner of your agreement?

  3. Can you give me the exact dates of rental?

These questions never failed to get the long-winded caller to stop talking. They never failed because the questions are all closed-ended, relevant to helping the customer, and they all require the customer to use the left-brain to retrieve the answers.

  • Closed-ended questions can be answered in one word

  • Closed-ended questions put you in control

  • Closed-ended questions move the customer from the right bran to the left brain

  • Closed-ended questions keep your customers from rambling

When you are caught on a long call with a storyteller or rambler, ask 3-closed ended questions back to back. Make sure the questions are closed ended (answered in one word or series of numbers), relevant to helping the customer, and require the customer to use the left-brain. When you do, you’ll instantly be back in control of your phone calls.

In this video I discuss the Ask 3 Closed Ended Questions Back to Back Technique. Share this video with your employees for a quick training on call control.

Now you can give your representatives even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches and phrases to help your employees help your customers.

 

 

The Secret to Handling Difficult Customers

Myra Golden BW-2

I’m about to reveal a hidden way for you to literally
convert “nightmare” customers into an almost endless source
of loyalty, goodwill and profits.

Simply put, you can use these insider secrets to instantly
turn angry customers into raving fans for you and your
company – without giving away the farm.

Amazing but true … and the best part is virtually nobody
knows about these techniques!

What I’m talking about is my “Stop Screaming At Me” online video training.

Check it out here.

Rachael Ray Tries to Stump a Zappos Rep

Word on the street is there is no stumping a Zappos Customer Service Representative. Rachael Ray decided to test that out. Rachael Ray is the infamous long-winded caller nobody likes to get. Watch how the Zappos  Representative handles this “challenging” customer.

Would you have handled Rachael with such poise, openness and professionalism? If not, I need to work with you (and maybe your entire team) for some exciting customer service training. You can check out my customer service training solutions right here.

Related posts:

Polite Ways to Get Long-winded Callers to Cut to the Chase

My Keynote at the 2012 Contact Center Association Conference

Videos from My Zappos Presentation to ICCA

Zappos Clever Marketing at Airports