Thursday, February 20, 2020

Customer complaints

1. Let them state their case.

 Don't interrupt. The person is geared for talking. Until he has said his piece, he is not tuned for listening. If you want your own ideas to be heard, learn to listen first to the other person. Ask the other person to repeat his key points is valuable when the other person comes to you hot under the collar. Merely letting him get it off his chest goes a long way to reduce his feeling of hostility.

2. Pause before you answer. 

This will let the other person know that you consider what he has said of enough importance to "think about it," or "consider it." A light pause is all that is needed. Pause too long, and you give the impression that you are trying to evade giving a definite answer. If you must disagree with a person, the slight pause is important. Come out with a fast "no," and the other person feels that you are not interested enough to take time with his problems.

3. Don't insist on winning 100 percent. 

 Most of us, when we get into an argument, attempt to prove that we are totally and completely right, and the other person is wrong on all points' Skillful persuaders, however, always concede something and find some point of agreement. If the other person has a point in his favor, acknowledge it. And if you give in on minor and unimportant points, the other person will be much more likely to give in when you come to the big question.

"Yes, I can see you have a good point there but have you considered this. . . ."

"Yes, I can understand why it might appear that way, but…

"Yes, you are certainly right about that all right, but on the other hand…”