Post by heycrush5500 on Jan 17, 2024 6:35:52 GMT
In person, how can you begin to identify that a client is upset, first, you must be very observant, if you see crossed arms, sighs or short answers; The client is losing interest in what you have to say. Often, a difficult or angry client is not upset with you, their emotions are due to external situations and psychological stimuli. Therefore, you must put all your communication skills into practice, understand the situation and implement these 7 psychological tips to deal with difficult clients to prevent them from leaving your company. Content: Practice active listening. Apply the affectivity heuristic . Think with a beginner's mind. Get rid of fear. Break down the problem.
Remember that getting angry is natural. Keep calm and go ahead. 1. Practice active listening When you're angry, does it really make you feel better when someone tells you, "I understand your problem"? Nobody likes it. Furthermore, this statement is too general and unhelpful. Analyze the following Special Database scenario: Client: «I feel upset. “I have a limited budget and you are not willing to offer me any discounts.” Customer Success Manager: “I understand the problem, but…” That conversation is destined to fail and you know it. Instead, you should practice active listening. This strategy involves really understanding what the client is saying and focusing your attention on interpreting the message and body language, then showing them that you truly understand their thoughts and feelings. Client: «I feel upset. “I have a limited budget and you are not willing to offer me any discounts.”
Customer Success Manager: “My understanding is that our pricing is holding you back. You have a small budget and I did not offer you a discount according to your needs. Did I understand correctly? If so, you can move forward. Otherwise, you can say, "Tell me more so I can understand the situation." Never promise that you will solve the problem ; There's a chance you won't be able to do it. Right now your goal is only to make the client feel heard and valued. 2. Apply the affectivity heuristic The affect heuristic is a mental shortcut that allows you to quickly make effective decisions based on how you feel about the person, place, or situation you are evaluating. Simply put, it is related to the fact that we all base our decisions and judgments on our own experiences and conceptions of the world around us. It is our inclination.
Remember that getting angry is natural. Keep calm and go ahead. 1. Practice active listening When you're angry, does it really make you feel better when someone tells you, "I understand your problem"? Nobody likes it. Furthermore, this statement is too general and unhelpful. Analyze the following Special Database scenario: Client: «I feel upset. “I have a limited budget and you are not willing to offer me any discounts.” Customer Success Manager: “I understand the problem, but…” That conversation is destined to fail and you know it. Instead, you should practice active listening. This strategy involves really understanding what the client is saying and focusing your attention on interpreting the message and body language, then showing them that you truly understand their thoughts and feelings. Client: «I feel upset. “I have a limited budget and you are not willing to offer me any discounts.”
Customer Success Manager: “My understanding is that our pricing is holding you back. You have a small budget and I did not offer you a discount according to your needs. Did I understand correctly? If so, you can move forward. Otherwise, you can say, "Tell me more so I can understand the situation." Never promise that you will solve the problem ; There's a chance you won't be able to do it. Right now your goal is only to make the client feel heard and valued. 2. Apply the affectivity heuristic The affect heuristic is a mental shortcut that allows you to quickly make effective decisions based on how you feel about the person, place, or situation you are evaluating. Simply put, it is related to the fact that we all base our decisions and judgments on our own experiences and conceptions of the world around us. It is our inclination.