As the Covid-19 pandemic continues to have a serious impact on society, the economy and our customers, you might be having more challenging customer conversations than usual.
It may be delivering bad news to a customer, fielding more complaints or your customers simply being quicker to become angry.
The key principles below offer you a framework to manage a challenging conversation in a way that generates trust and mutual understanding, transforming a difficult situation into a positive service experience.
You can shift these conversations from something you might dread – to something you handle with confidence.
In addition, each conversation should consist of the following four elements:
If you conduct the conversation in a calm and sensible fashion most customers will accept that you are trying to help them. However, there will be times when the customer’s worry or concerns boil over into emotion, such as shouting at you, blaming you, personally insulting you, or even crying. It’s important that you:
At Miradorus we have many years’ experience helping businesses and individuals manage challenging conversations. As we ourselves look at adapting how we do business, we’ve been working closely with our clients to adapt our programmes to virtual delivery and are pleased to say this is getting the same stellar feedback as our in-person training, as the comments below from participants during a recent virtual workshop show:
“The time we spent as a group sharing our experiences was a real ‘stop the world’ moment. I went into my next call feeling refreshed and energised!”
”I really enjoyed that session, and loved the breakout rooms!”
You don’t have to wait until in-person training becomes viable again – a bespoke virtual training can have the impact you desire.
Contact us to book a free one-hour consultation to discover how we could help you and your front-line team manage challenging conversations and deliver a great service experience.