Hank Herrick, MS Training Coordinator. - Nonverbal Communications - Psychology of an Angry Customer - How to Tell a Customer “NO” - Six Ways to Deliver.

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Presentation transcript:

Hank Herrick, MS Training Coordinator

- Nonverbal Communications - Psychology of an Angry Customer - How to Tell a Customer “NO” - Six Ways to Deliver Bad News to a Customer - 5-Star Customer Service Model

- A. Barbour, author of Louder Than Words: Nonverbal Communication % is “how” we say it - - only 7% is “what” we say

- In any negotiation … engagement, disengagement, and stress are the most important signals to monitor

- While engaged in small talk “before” the negotiation, gage the other persons nonverbal communication in a relaxed sitting. - - Eye contact - - Frequency of smiles - - Most frequently used gestures - - Normal, relaxed posture

- A. Barbour, author of Louder Than Words: Nonverbal Communication % is “how” we say it - - only 7% is “what” we say

- Anger is an emotion and therefore “inhibits” rational thought processes.

- Customer anger must be acknowledged - Customer ventilation … allow customer to express anger so the anger subsides and issue resolution can begin

- First … defuse the anger. - Then … seek to resolve the problem. - The real issue is not the issue! What really matters is “how” the issue is handled/resolved.

- Avoid telling your customer “NO.” - Focus on what you can do and not what you can’t do! - Focus on the positive of what you can do. - In the event of customer rebuttal … stay focused on what you can do.

- “I don’t know!” - “I am not sure, but I will be happy to find out for you Mr. Jones.”

- “NO!” - “I understand Mr. Jones, but what I can do is this …”

- “It is not our policy” - “Mr. Jones, since we have different points of view, let’s take a look at the situation and see if we can come to some sort of agreement.”

- “Before I can let you see a manager/my boss, I have to try and help you first” - “I’d be happy to get my manager, I may be able to help you so when exactly did this happen?”

- “Obviously” “Really” - “Oh I see, I’ll find out exactly what happened and do my best to fix it. So when did you first notice the problem?”

- “Your company wronged me!” - “I understand and we do try very hard to help our customers. Let’s see how I can make this right for you!”

Step 1 - Sincerely greet your customer Step 2 - Determining needs Step 3 - Meeting needs Step 4 - Making the moment memorable Step 5 - Checking results + Step 6 - Leaving the door open = 5-Star Customer Service

- Nonverbal Communications - Psychology of an Angry Customer - How to Tell a Customer “NO” - Six Ways to Deliver Bad News to a Customer - Customer Service Model