Top 7 Communication Tips For You And Your Customers
By Martien Eerhart
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Have you ever found yourself in a position when you seem so far removed from the reality of the customer? Or worse...they just don't seem to *hear* you?
Here are seven quick solutions:
- Covert suggestions. Example: Do you know what that reminds me off? I had a similar situation, Mr. Customer, and here is what we did. It worked very well. Would you like me to do the same for you?
- Ask, "Do you know how it works?" Make an analogy about the problem. Simplify it. Remember the Met commercial? Snoopy is playing on his dog house and he falls. Next, you see the sign with "Get Met, it pays," and you see Snoopy recovering. When there is a problem, make an analogy about what is going on. If they want the end solution, then they need to do...
- Ask, "How can I help solve your problem?" The important word here is *YOUR.* It is not the CSR problem but the problem of the customer. This will help the customer focus on what you have to say.
- Ask, "What is it that you want me to do?" You know what they want. They want their problem to go away. It is also important to remember that there is only so much you can do. By asking that question, you force the other person to verbalize what he/she wants you to do. This will set the stage to tell them what you can and can not do.
- When the customer tells you what the cause of the problem is, ask, "Why do you think it is caused by that?" If you ask someone a why question, you will get a quick response because he/she has his/her answer already ready. If you reply again with "WHY" to their answer, he/she will run out of answers and you can work towards a solution. This strategy works well with kids who ask their parents! It still works with the grown-ups.
- Tell a story. "Last week we had a customer who had a very similar problem. She was very upset just like you, Mr. Customer. I sent out a technician to their site, and the problem was gone within 24 hours. Would you like me to do the same for you?" When you tell a story, be sure to make a *mental link* for them between them and your story. You do this by using their name.
- Do you know why? When a person hears an explanation, they are far more patient. Do not explain why your service technicians are slow. It would sound like an excuse. Instead, explain that the high summer temperature causes random errors so you are experiencing a higher number of problems. Identify simple common problems. For example, "We experienced turbulence in Houston so our plane was delayed." People are far more patient if they know why they have to be patient!
Check for upcoming seminars by Martien Eerhart www.developmoresales.com
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Article Submitted On: July 28, 2000