6 Defuse 1) Allow them to vent Don’t interrupt Don’t take it personally Tactic: Verbal Judo – Ju = Gentle, Do = WayThings NOT to say:Instead say:Calm Down!It’s going to be alright, talk to me.What’s your problem?What’s the matter, may I help?What do you want me to do about it?I really don’t know the answer, but let me try to help you find out.
7 Defuse 2) Listen Tactic: LEAPS Listen: Listen carefully and appear to listenEmpathize: Their point of viewAsk: Ask questionsParaphrase: Ensures you have everything correctSummarize: Condense into essential statement
8 Defuse3) Really focus on them and their situationIf you get flustered, you may miss detailsKeep an attitude of concern and curiosityTactic: Feel-Felt-FoundThis tool conveys both empathy and understandingI understand how you must feel and I’ve felt the same way myself. What I’ve found is that…Nobody cares how much you know, until they know how much you care. -John Maxwell
9 Investigate Tactic: The Sword of Interruption 1) Ask specific questionsTactic: The Sword of InterruptionInterrupt: “Whoa”, “Listen”, “Wait a second”Empathize: “Let me be sure I understand you then…”Paraphrase: “So what you’re saying is…”
10 Investigate 3) Come up with possible solutions 2) Take responsibility for helpingYou may not be the cause of their problem, but you can be part of the solutionAct as their point of contact3) Come up with possible solutionsYour first idea may not be your bestPromise to do your best and that you understand the issue
11 Agree on a Solution Offer choices Welcome suggestions…but don’t lose controlSet reasonable expectationsTactic: Deflective Phrases“I appreciate that…but…”“I understand that…however…”“I hear what you are saying…although…”“I get how you feel…have you considered…”
12 Follow Up Internally Customer Tactic: Don’t assume it is a one-time issueOwn the issue and find a better wayCustomerSet a reminder to follow upWhy follow up?Tactic:Is there anything else I can do for you?
13 Complaint Handling Process Step 1 DefuseStep 2 InvestigateStep 3 Agree on a SolutionStep 4 Follow Up
14 Book SuggestionsVerbal Judo: The Gentle Art of Persuasion George J. Thompson, Ph. D. and Jerry B. Jenkins Since Strangling Isn’t an Option Sandra A. Crowe Dealing with Difficult People: 83 Ways to Stay Calm, Composed, and in Control Susan Fee Work Would Be Great If It Weren’t for the People Ronna LichtenbergBecause these were too funny not to share, here are some book suggestions!