Regardless of how unreasonable or impassioned a customer’s responses may seem at any stage of a conversation, there will always be something that has happened to lead to this reaction – this may or may not be relevant to the problem at hand.
It’s unlikely that you will fully understand the customer and their individual circumstances. So, giving the customer the benefit of the doubt and focusing on the task of trying to make them feel better through your assistance, is the quickest route to a successful interaction.
Not only will they be happy not to be quizzed unless absolutely necessary but in addition, they will also know they have been heard and understand prompt action is taking place.
Sign-posting all of these things will help the customer to better understand the reasons behind your responses, consequently, the customer will adapt to a calm, evenly paced and friendly delivery if you adopt this from start to finish.
For more tips for your business, check out our other Business Boost blogs.