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Handy tips

Questioning for Clarity

Sometimes customers are unsure of the precise question they need to ask in order to receive the information required. It is part of our job to help the customer clarify what they really need, and elicit information using our consulting skills.
You can use reflective listening to help clarify if you have understood what the customer is seeking. This involves repeating back to the customer your understanding of their needs (paraphrasing), you can also ask questions such as:

  • "Do you mean…?"
  • "Can you give me an example of …?"
  • "Can you tell more about …?"
  • "I understand that you need.."
  • "What do you want to achieve with …?"
  • "Have you considered……?"

Handling Customer Complaints

  • Listen carefully to the complaint
  • Repeat the complaint back to ensure that you understand
  • Get acknowledgment that you have heard it correctly
  • Empathise: acknowledge the customer's feelings "I see that this is upsetting you" "I understand that this situation is frustrating"
  • Ask the customer what outcome they would like
  • Explain what you can do
  • Confirm that this is okay
  • Take the action
  • Thank the customer for bringing the problem to your attention
  • Follow-up with the customer to check that the compliant has been rectified

Handling Angry Customers

  • When someone is angry stay calm and lower your voice, and wait for him or her to finish - let them vent
  • Don't interrupt, wait until they have finished talking before responding
  • If you feel yourself getting stressed or agitated, take time out. Politely excuse yourself from the customer and take a couple of seconds to breathe in and out deeply, and regain your composure
  • Don't allow yourself to take the customer's complaint or comments personally
  • Focus on resolving the problem
  • If the customer continues to focus on blaming, ask them "What would you like me to do now?" Or "What do you think is a fair way to settle this?
  • Focus on what you can do, and keep repeating it
  • Always follow-up to ensure that the problem has been resolved
  • There is nothing to be gained, but everything to lose, by getting angry or upset, or by raising your voice

You as the Customer

We all assume the role of customer in our everyday life, and we therefore have expectations of the service that we want.

Typically customers expect as a minimum:

  • Prompt and individual attention
  • Friendly and helpful service
  • If something goes wrong for it to be rectified quickly
  • People will try to help you and take ownership of your problem
  • Knowledgeable people

So when you are dealing with a customer, think about how you want to be treated!