Dale Carnegie said, “When dealing with people, remember that you are not dealing with creatures of logic, but creatures of emotion…” If you remember this statement during every one of your customer service interactions, you will be on your way to understanding how to deal with an emotional customer. In a situation like this the first step to take is to deal with a client’s emotions, and then deal with the actual issue. Unless you can respect the client’s perspective, it will be difficult to deliver a solution that turns a negative situation into a positive one.
One of the easiest ways to turn a negative customer experience into a positive one is by avoiding an argument. And the easiest way of avoiding an argument is to simply show respect toward the client’s opinion and never say, “You’re wrong.” By avoiding an argument and respecting their opinion, you will be able to find out what the real issue is and come to a timely conclusion. And who knows…maybe the client is right and has a point of view you’ve never considered!
It is also very important to not only listen to the client or customer, but truly hear what they’re saying. Let them explain their situation and what they find to be challenging. By letting the client do a majority of the talking, you will gain useful insights to a possible solution, as well as a better understanding of their point of view. Also, by listening to your client and understanding their point of view, you will be more sympathetic to their ideas and desires. This will allow you to resolve any issues while providing value to your client.
Remember to avoid arguments, let the client do a great deal of the talking, and be sympathetic toward their ideas and desires. As a result, you will be able to effectively deal with client emotions and, in turn, resolve their complaints.
Here’s an example of this important principle in action from your friends at Dale Carnegie Training of Atlanta, Georgia:
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