Dealing with Persistent Customers
There are four kinds of conditions a customer can be in: Comfortable, Irate, Persistent or Indecisive.
Today, we learnt how to deal with a persistent customer, which is etched deeply in my mind due to the countless number of times we had to role-play in the course of our learning.
A persistent customer requires VALIDATION, which essentially means that to deal with him/her, you need to follow a few steps:
1 - Validate him/her by reassuring that you have heard him/her "Loud & Clear" and that you have been listening to him/her. Ask him/her to "Tell you more" to find out more heads and tails of the situation.
2 - Ask for his/her permission to restate what he/she has just mentioned. For example, if she insisted that you killed her pet by spraying some insecticide in the corridors of her house, and the pet died of a sensitive nose, and that she wants you to return her her pet, turn it around and restate it to something more reasonable, such as, "I understand that you believe that when our officers sprayed insecticide over the general area to kill any mosquito larvae to prevent residents from having Aedes riskes, your pet was not well after, and you want us to compensate for your loss"
This brings the task from "resurrecting" a pet to "compensating" loss of the pet.
3 - State several immediate actions that you will take (these are actions, and not solutions)
By following these simple three steps, you can effectively reduce the tension level and perhaps avert a pending irate customer...
Try it - I'm blogging this to remember!
~ Adapted from Wilson Learning's Building Relationship Versatility Course
Today, we learnt how to deal with a persistent customer, which is etched deeply in my mind due to the countless number of times we had to role-play in the course of our learning.
A persistent customer requires VALIDATION, which essentially means that to deal with him/her, you need to follow a few steps:
1 - Validate him/her by reassuring that you have heard him/her "Loud & Clear" and that you have been listening to him/her. Ask him/her to "Tell you more" to find out more heads and tails of the situation.
2 - Ask for his/her permission to restate what he/she has just mentioned. For example, if she insisted that you killed her pet by spraying some insecticide in the corridors of her house, and the pet died of a sensitive nose, and that she wants you to return her her pet, turn it around and restate it to something more reasonable, such as, "I understand that you believe that when our officers sprayed insecticide over the general area to kill any mosquito larvae to prevent residents from having Aedes riskes, your pet was not well after, and you want us to compensate for your loss"
This brings the task from "resurrecting" a pet to "compensating" loss of the pet.
3 - State several immediate actions that you will take (these are actions, and not solutions)
By following these simple three steps, you can effectively reduce the tension level and perhaps avert a pending irate customer...
Try it - I'm blogging this to remember!
~ Adapted from Wilson Learning's Building Relationship Versatility Course