If there is a difficult situation in the course of interaction with the customer, the seller must be ready for it. In any non-standard conflict situation, experts recommend that you follow the three "golden" rules:
- Keep absolutely calm, as the balanced mental state of the salesperson is the key to quality service. Remember, even if a client gets heated about a service or product, there is nothing personal. Moreover, your irritation can aggravate the situation and the client's anger even more. If you have to communicate regularly with unhappy clients, keep a sincere smile - this will reduce the voltage and turn the conversation in another direction.
- Show sympathy to the client and accept your mistakes – the client should know that you are aware of his difficulties and ready to help. Most important for you is to understand the cause of his discontent, and what action he expects. For these purposes, ask questions on the subject, listen to the customer, and always apologize to him. Your kindness should be shown in any conflict situation - regardless of whether the client remains with you or terminates the business relationship.
- Offer the customer an alternative solution to the problem – in order to make the customer an offer, you have to understand the customer’s expectations and the opportunities for your company. An alternative option should be realistic, even if the client insists on a different solution. You can also invite a competent specialist to join the conversation and transfer the negotiations with the customer into another form.
Telephone communication with the client
As for the conversations with the client by phone or online, there are several basic stages, allowing you to establish contact with a client.
While speaking with a client, don’t deviate from the topic of conversation
The unsatisfied customer is a customer who keeps complaining and using some arguments over and over again. He can come back to them over and over - stay calm. Gently remind the client and move him to the main topic of conversation. Focus his attention on the nuances that you discuss and offer alternative solutions to the problem.
Be genuinely polite to the customer (without going overboard)
Polite communication with the client is an important point in the interaction. Communication online or over the telephone does not allow the client to see you or your facial expression. Your body language is not visible to the customer. Besides this, communication on the Internet limits the emotional component of communication. It is therefore necessary to monitor what your conversation is about, how you present information, and how your client reacts.