Difficult customer conversation- How to handle them? - Deepstash

Bite‑sized knowledge

to upgrade

your career

Ideas from books, articles & podcasts.

published 5 ideas

Difficult customer conversation- How to handle them?

customersuccessbox.com

Difficult customer conversations

Some conversations become difficult due to several factors.

  • It could be due to differences in people's expectations.
  • Miscommunication can contribute to misaligned expectations.
  • Emotions often steer people's conversations. Your customer may have a bad day or get confused...

STASHED IN:

5

Non-verbal cues can affect conversations with your stakeholders. For example:

  • You make faces when you don't agree with something.
  • You avoid eye contact.
  • You show less interest in the conversation.
  • You cross your arms and are not ready to agree w...

STASHED IN:

4

Examples of difficult conversations:

  • The customer has decided not to renew yet to pitch as a last chance.
  • You and your team unexpectedly failed a customer, but you have a conversation and act in a way that will win their trust back.
  • If you're a leader, letting someone g...

STASHED IN:

3

  • Don't be judgemental. Suppress the desire to be judgemental. Often, the customer's anger and frustration are because of genuine concerns.
  • Start with why to get to the root cause. Why is the conversation important? What am I missing? What am I assumin...

STASHED IN:

4

  • Mindset shift or perspective shift is essential before you speak to the customer.
  • Do your homework. Ensure you understand the customer and the problem.
  • Apologise and be empathetic. Be quick to apologise for the inconvenience ...

STASHED IN:

4

0 Comments

Discover and save more ideas by creating a

FREE

Deepstash account.

Develop a

reading habit

, save

time

and create an amazing

knowledge library

.

GET THE APP: