1. Be assertive - not aggressive or negative. My definition of confirmation is simple: "Say what you hear, what you say, does not mean that when you say that." Let that rule guide you in all your conversations with customers, and will always be confident, cool and control, and will always be professional.2. Speak more slowly. You will be amazed at how much more clearly you can think of and the extent of control and trust experience when you consciously slow down your rate of speech. Speak slowly and methodically emotional when players are running, but will maintain balance during difficult talks.
3. Wait 1-2 seconds before responding. And can respond immediately to customers difficult or tactics will you say something you regret later. Before you answer, take a deep breath, wait 2 seconds, and I think that the best answer and the best approach.
4. Take a break. When you feel pushed your buttons again, take a break. You can tell your client you need to be put on hold while you look at the files, or any other excuse sounds good at the time. The goal is to get customers for a few seconds so you can re-group.
5. Use positive self-talk. I am going to sound like Dr. Phil on this one, but I'm very serious. Instead of saying to yourself: "I do not I paid enough to put this ____." Say something more positive, such as "this guy really need to help me." Think more positive for you to help them respond more positively and professionally. Negative thoughts lead to negative words, and escape to the case of very negative.
6. Show your strength before using it. In many cases, a suggestion of hidden "power" is your more effective than the simple use of energy. As a customer service professional may be able to end the phone call. You can tell your client: "If you do not stop crying, I'm going to end this call," but, believe it or not, you're much more "robust" if you say: "I want to help, but when they scream and cut off me, you make it hard for me to work with you. "This last phrase shows your strength and your message is certainly happening, and the statement made earlier by the use of both you and your ammunition is not generally publish an angry client.
These simple tips are incredible position you to keep your cool when customers get hot!
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