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.
So, again, 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.
How to Respond to the Yelling or Cursing Customer – Plus More Diplomatic Phrases to Help You Regain Control in 9 Common Situations with Difficult Customers
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I remember being a new manager preparing to deliver bad news to a group of executives. I was nervous, fearing I would get questions I couldn’t answer and thinking I’d get slammed in the meeting. My boss, the executive vice president of the company, helped me prepare for the meeting.
“Here’s the strategy you use. You go in there and answer their every question before they even have a chance to ask you anything. This is what politicians, CEOs, and law enforcement officers do in every high-pressure press conference.” And then he walked me through the 3 steps that politicians and CEOs use. We even sat there and role-played in his office.
Three weeks later, I delivered the dim news to a group of 68 executives, all men. And it went well. To my shock and relief, there were no flaring tempers and no questions I couldn’t easily handle. There were very few questions. Using the 3 steps my boss had shared with me, I was able to pre-empt an escalation. Thank God!
Thrilled with the results I got in that meeting, I shared the 3 steps with my employees who worked in customer care. I thought the steps could help them pre-empt escalations with our demanding customers, and they did!
In this article, I’m going to share with you the 3 steps politicians and CEOs use to pre-empt an escalation—the same 3 steps my employees used to successfully pre-empt escalations to supervisors and to pre-empt escalations in aggression. Using these steps, you’ll be able to create calm, prevent an escalation, and be in complete control with demanding customers.
Here are the 3 steps:
Continue reading “3 Expert Tips to Pre-empt an Escalation with a Customer”