hank herrick, ms training coordinator. - nonverbal communications - psychology of an angry customer...
TRANSCRIPT
Negotiation Strategies … with a customer service
twist.
Agenda - Nonverbal Communications
- Psychology of an Angry Customer
- How to Tell a Customer “NO”
- Six Ways to Deliver Bad News to a Customer
- 5-Star Customer Service Model
Nonverbal Communication
- A. Barbour, author of Louder Than Words: Nonverbal Communication
- - 93% is “how” we say it
- - only 7% is “what” we say
Nonverbal Communication in
Negotiations
- In any negotiation … engagement, disengagement, and stress are the most important signals to monitor
Engagement“eye contact, head nods, smile, leaning forward”
Disengagement“looking away, leaning back, narrowed
eyes, crossed arms, and frowns”
Stress Signals“higher voice tone, face-touching,
tightly crossed ankles”
Establishing a Baseline for Interpreting Nonverbal
Communication
- While engaged in small talk “before” the negotiation, gage the other persons nonverbal communication in a relaxed sitting.
- - Eye contact - - Frequency of smiles - - Most frequently used gestures - - Normal, relaxed posture
Nonverbal Communication
- A. Barbour, author of Louder Than Words: Nonverbal Communication
- - 93% is “how” we say it
- - only 7% is “what” we say
Psychology of an Angry Customer
- Anger is an emotion and therefore “inhibits” rational thought processes.
Psychology of an Angry Customer
- Customer anger must be acknowledged - Customer ventilation … allow customer to express anger so the anger subsides and issue resolution can begin
Psychology of an Angry Customer
- First … defuse the anger.
- Then … seek to resolve the problem.
- The real issue is not the issue! What really matters is “how” the issue is handled/resolved.
How to Tell a Customer “NO.”
How to Tell a Customer “NO.”
- Avoid telling your customer “NO.”
- Focus on what you can do and not what you can’t do!
- Focus on the positive of what you can do.
- In the event of customer rebuttal … stay focused on what you can do.
Six Ways to Deliver Bad News to Your Customers.
- “I don’t know!”
- “I am not sure, but I will be happy to find out for you Mr. Jones.”
Six Ways to Deliver Bad News to Your Customers.
- “NO!”
- “I understand Mr. Jones, but what I can do is this …”
Six Ways to Deliver Bad News to Your Customers.
- “It is not our policy”
- “Mr. Jones, since we have different points of view, let’s take a look at the situation and see if we can come to some sort of agreement.”
Six Ways to Deliver Bad News to Your Customers.
- “Before I can let you see a manager/my boss, I have to try and help you first”
- “I’d be happy to get my manager, I may be able to help you so when exactly did this happen?”
Six Ways to Deliver Bad News to Your Customers.
- “Obviously” “Really”
- “Oh I see, I’ll find out exactly what happened and do my best to fix it. So when did you first notice the problem?”
Six Ways to Deliver Bad News to Your Customers.
- “Your company wronged me!”
- “I understand and we do try very hard to help our customers. Let’s see how I can make this right for you!”
5 - StarCustomer Service Model
Step 1 - Sincerely greet your customerStep 2 - Determining needsStep 3 - Meeting needsStep 4 - Making the moment memorableStep 5 - Checking results
+ Step 6 - Leaving the door open
-------------------------------------------------------------= 5-Star Customer Service
Summary
- Nonverbal Communications
- Psychology of an Angry Customer
- How to Tell a Customer “NO”
- Six Ways to Deliver Bad News to a Customer
- Customer Service Model