How to handle tough conversations
- 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 assuming?
- Listen actively. Pay attention to what the customer says and acknowledge the problem so that they feel heard.
- Let the customers say what they have to say. Mirror back what your customers said to create trust and confidence.
- Wear the problem-solving hat. Try to give acceptable customer solutions that are within the firm's guidelines.
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