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Not Angry – customers are fears!

An enormous amount of time, money and energy is invested in u.s. corporations that teaches customer service representatives and other partners avoid, reduce, and resolve conflicts with customers.

Browse classes offered by the giants of industry training, and you always seem to find anything related to “Dealing with conflict and difficult customers”.

It is certainly an attractive title and robust records support such offers.

But everything is based on a faulty premise: that the main obstacle that must be addressed, remedy, overcome, dealing with angry people.

What happens if not angry customers?

Does not this that most of these efforts wrong, if not completely lost?

Does not mean we are prescribing medicine wrong affecting us and them?

Consider this explanation alternativa.Cuando customers call, using a strong voice, expressing in settings and starts and even taking personal swipes in CSR, these people are not angry.

They are afraid.

If you have fears, require safeguards.As a child who heard a disturbing sound at night, customers need to be consolation; tell that you will be protected, are safe.

Do not need to be involved in a debate on whether there is something that lurk there.You can appeal that rational side of the brain all want, and do not put a child petrified in ease.

You don’t have a “conflict” with its hijo.Sus interests are idénticos.Usted is on the same computer!

While the child may be express aggressively, is his defensive reaction to temer.No sense to attack his defense; only obscure the underlying problem, even more.

Therefore, what means this that is there are no conflicts?There are, but we have to define them correctly.

Conflicts are bad misunderstandings and disagreements about hechos.El customer says she sent in your credit card payment in time and representation that disputes which are in a State of conflict.

But below it is fear, fostered by the client that she will be wrongly accused the final rates and finance gastos.Asegurarle immediately which may renounce any unexpected penalties, conflict becomes questionable.

Suddenly, no one cares about show if the client did or not to send in your payment.

The key is to look through the anger to determine subyacente.Ser fear a good client-doc.Visite underneath the symptom, the real problem.

Then apply the appropriate care and cure.

Dr. Gary S. Goodman, President of Customersatisfaction.com, is a popular speaker, management consultant and leader of the seminar and the author of 12 books, including Reach Out sale & Someone? best-selling and monitoring, measuring & Managing Customer Service.Es a frequent radio and television in all the doctorate of the USC Annenberg School mundo.Un guest, Gary offers programs through the extension of UCLA and numerous universities, associations of Commerce and other organizations in the United States and the extranjero.Él has its headquarters in Glendale, California, and he can be reached at (818) 243-7338 or: gary@customersatisfaction.com.

Short URL: http://www.angryweb.com/?p=132

Posted by on Nov 9 2010. Filed under Featured articles. You can follow any responses to this entry through the RSS 2.0. You can leave a response or trackback to this entry

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