1. Check for understanding.
2. Repeat or paraphrase the complaint to acknowledge that you heard it correctly.
1. Check for Understanding: Strategies
• “Tell me more about ...”
• “I want to make sure I’ve got this right. Would you repeat what happened one more time?”
• “Help me to understand the situation so we can get this resolved quickly. Would you run that by me one more time?”
2. Repeat or Paraphrase Complaint: Lead-ins
• “Let me make sure I heard you correctly.”
• “Let me make sure I understand the problem correctly.”
• “Let me see if I have all the facts about the situation.”
Then: “What you’re saying is ...” Never say ...
• “You should’ve told me that in the first place.”
• “You’ll have to ...”
• “You must be mistaken.”
• “Our salespeople messed up again.”
• “This is the third time I’ve heard that complaint today.”
• “I’ve never heard of that happening before.”
• “It’s that darned computer again.”
• “There is nothing I can do about it.”
• “I don’t know.” [Period.]
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