From the course: De-Escalating Conversations for Customer Service
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Use partnering language with customers
From the course: De-Escalating Conversations for Customer Service
Use partnering language with customers
- When a customer reaches out to you about a problem, they usually don't think things will be easy. They expect to have to push for what they want. To customers, it's them against you. Visually, it's like this. There's a brick wall between you and your customer. You're on one side of the wall and your customer is on the other. The customer sees the issue they're trying to get resolved as being on the same side of the wall as you. To get their issue resolved, customers have to penetrate that wall. To break down the barrier, some customers will just ask to talk to a supervisor. Some will over-talk you, others will use profanity. It's up to you to stop your customers focus on knocking down the bricks. You have to let your customer know that you're not on opposite sides. You're on the same side. You can let customers know you're on their side by using partnering language. Partnering language bridges the gap between you…
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