If you find it hard to get customers to accept your word as final and if too many of your customers just go over your head to talk to a supervisor who will tell the customer the exact same thing, you need to read this.
I have for you five little tricks that I share in my onsite de-escalation workshops. These ideas will help you be far more successful in getting customers to accept your word as final.
1. Show regret.
Your words of regret help you come across as genuinely concerned and helpful. When customers feel you’re concerned and willing to help, they’re more likely to accept your word as final. Saying something like, “I can appreciate how frustrating this must be for you” is perfect.
2. Sound confident.
It’s important that you sound confident when you tell the customer what you can’t do. Otherwise, some customers won’t take your word as final. They’ll push and ask to talk to someone higher up. Here are some of my tips for sounding confident.
- Slow down a bit.
- Enunciate and speak clearly.
- Relax. (Consciously try to release tension and anxiety.)
3. Assertively make your point.
Continue reading “5 Little Tricks To Get Customers To Accept Your Word As Final”
I’m sipping black tea and listening to classical music while I custom design a customer service workshop for a utility on the east coast. One of my deliverables for this training is to equip employees with the skill of giving lousy news to customers in such a way that the customer accepts the employees’ answer as the final word.
You’re in for a professional development treat today, because I’m sharing with you what I’ll facilitate in Philadelphia next month. You’re about to learn how to deliver bad news with confidence and in such a way that you minimize backlash from customers.
You can give a customer bad news easily and without fear of how your customer might respond when you use 4 Keys. When you have to deliver bad news to your customer, you need to:
Say what you have to say Assertively
Acknowledge how hard this is for the customer
Offer Options, when it makes sense
Let’s look at each key.
Key 1: Say What You Have to Say Assertively
Continue reading “4 Keys to Delivering Lousy News to Customers”
Five years ago my dad needed to have a quadruple bypass, and he needed to have 3 of his heart valves replaced. The surgery came with significant risks. There was a 10 – 15% chance of death during or shortly after surgery.
There was a risk of stroke or heart attack during the operation. My father didn’t want to have the surgery – because of the risks, and based on things he was hearing from other people.
My sister arranged a meeting with my Dad’s surgeon and our whole family, where we could ask questions about the surgery so that my Dad could make the best decision.
The surgeon walked into the exam room to meet with us. He greeted us, shook our hands, and took a seat across from my Dad. I was the first to ask a question. “If my dad doesn’t have this surgery, what are we looking at?”
Here’s what I want you to hear; the way the surgeon answered my question. He turned to face me, and he said, Continue reading “What You Can Learn From Doctors About Delivering Bad News to Your Customers”