![]() ![]() Understanding your personal ‘triggers’ can help, as can the understanding that it’s not about you (so there’s really no value in fighting a battle to defend yourself). Solution – then, and only then, you can move onto discussing and communicating solutions.ĭifferent people have different strategies for staying cool.Emotions – then manage or meet your customer’s emotional needs.Emotions – manage your own emotions first.To ensure this doesn’t happen to you, follow this EESy formula: In handling customer complaints, people often focus on finding a solution, on problem solving, BEFORE they have met a clients emotional needs – with the result that the client is too emotional to be receptive. It can happen to anyone, but can particularly be a problem for skilled problem solvers: technicians, professionals, or anyone with a cool, analytical mind. This can be frustrating – so you get frustrated – and this just makes the position worse. You’ve actually solved the problem, but you just can’t seem to get that through to them. One of the most challenging aspects of handling customer complaints is when you are trying to communicate a positive solution but it seems the customer just doesn’t want to listen. ![]()
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