Lessen difficult customer conversation
- 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 caused. This will calm the customer down before the actual conversation.
- Listen actively to the concerns.
- Address customer concerns honestly.
- Try to find a solution together if you're unable to resolve the issue.
- Hold your ground. Tell them what is acceptable and what not to ensure you and your customer are on the same page.
- Focus on building relationships.
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Preparing For A Difficult Conversation
- Before you talk to your partner or anyone you have to address an issue with, ask yourself whether you're ready to have the conversation.
- Think about the things you need to say without being consumed by negative emotions. Are you willing to say what...
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