Pay attention to the customer
Posted: Mon Feb 17, 2025 4:07 am
A complaining customer wants attention. Never make the mistake of dismissing the situation or thinking that one problem is less important than others. A simple complaint, if not given enough attention, can snowball into a problem.
So, listening to the customer is the starting point . To do this, assistants must be trained to practice active listening , that is, a real interest in what the interlocutor says. This helps to generate empathy and to really understand the customer's side.
Some attitudes demonstrate this active listening, such as being careful not to interrupt the conversation, avoiding distractions during the dialogue, and using markers that show that you are paying attention. The tone of voice in the conversation and body language also demonstrate interest in listening to the customer's voice , understanding their discontent, and seeking solutions.
Understand customer profile and behavior
Every customer is unique . No matter how often malta phone number list situations are repeated, each person deals with problems in a different way. Therefore, it is important to understand the profile and behavior of those on the other side in order to establish a positive dialogue .
Some customers are more uncompromising, others are more open to dialogue. Some want to get their way with some advantage, others just want to resolve the problem as quickly as possible. Some get angry upon contact, others are more calm. Therefore, listening carefully is essential to detect this behavior and know how to act.
Appreciate the feedback
Yes, it may seem strange that a company would thank you for receiving a complaint. But that customer feedback is an opportunity to improve something that was missed during the sales process and that you may not have noticed. Therefore, the consumer's expression deserves a thank you.
Moreover, this attitude disarms the customer who is ready to unleash his indignation. When faced with a humble and receptive attitude from the customer service team, consumers tend to speak in a more friendly manner.
So, listening to the customer is the starting point . To do this, assistants must be trained to practice active listening , that is, a real interest in what the interlocutor says. This helps to generate empathy and to really understand the customer's side.
Some attitudes demonstrate this active listening, such as being careful not to interrupt the conversation, avoiding distractions during the dialogue, and using markers that show that you are paying attention. The tone of voice in the conversation and body language also demonstrate interest in listening to the customer's voice , understanding their discontent, and seeking solutions.
Understand customer profile and behavior
Every customer is unique . No matter how often malta phone number list situations are repeated, each person deals with problems in a different way. Therefore, it is important to understand the profile and behavior of those on the other side in order to establish a positive dialogue .
Some customers are more uncompromising, others are more open to dialogue. Some want to get their way with some advantage, others just want to resolve the problem as quickly as possible. Some get angry upon contact, others are more calm. Therefore, listening carefully is essential to detect this behavior and know how to act.
Appreciate the feedback
Yes, it may seem strange that a company would thank you for receiving a complaint. But that customer feedback is an opportunity to improve something that was missed during the sales process and that you may not have noticed. Therefore, the consumer's expression deserves a thank you.
Moreover, this attitude disarms the customer who is ready to unleash his indignation. When faced with a humble and receptive attitude from the customer service team, consumers tend to speak in a more friendly manner.