Can you please explain how you deal with difficult customers?
He offers 10 tips on how to turn a bad customer service situation into an opportunity to improve your business.
- First and foremost, listen.
- Build rapport through empathy.
- Lower your voice.
- Respond as if all your customers are watching.
- Know when to give in.
- Stay calm.
- Don’t take it personally.
What is the first thing you would do when sales are down?
Sell to Your Customer’s Needs Instead of focusing on making the sale, focus on your customers’ needs. Take some time to realize what your customers want to achieve, and help them reach their own goals. Perhaps they want to reduce costs, increase efficiency, or save time.
How do you build rapport with an angry customer?
5 Simple Ideas for Rapport Building With Angry Customers
- Let Them Vent. If you have a customer who is upset or angry and they are expressing these feelings to you – let them!
- Share Your Experiences.
- Use the HEAT Acronym.
- Introduce a “Personal Code”
- Don’t Neglect Employee Well-Being.
Why is it important to establish rapport with clients?
Rapport establishes trust between you and your client. The more you get to know your client, and the more they get to know you, the easier the process. They can trust that you will find the best home for them or that you will find their house the best buyer, and you can trust them to listen to your ideas and advice.
What happen if you lack rapport?
When you break rapport, you’ve communicated that you don’t have your listener’s best interests at heart. And when that happens, you lose your ability to keep his or her attention or to influence his or her thinking. Avoid these rapport breakers.
Why is rapport important in communication?
One of the most important factors to understand about communication is rapport. Rapport is a state of harmonious understanding with another individual or group that enables greater communication, which in turn makes the entire communication process easier and always more effective.