From the course: Customer Service: Call Control Strategies
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When customers feel understood, they talk less
From the course: Customer Service: Call Control Strategies
When customers feel understood, they talk less
- If you are having a conversation with a friend, you nod, maintain eye contact and you're careful not to interrupt. These cues communicate to your friend that you hear them, that you understand. You can make customers feel heard and understood by doing the same things that you naturally do in your personal relationships. When customers don't think you get what they're saying they tend to talk more, overexplaining the issue, trying to get you to understand. Here are three ways you can make customers feel heard and understood. First, label the customer's response. After your customer explains the issue they're experiencing. Label what you hear. Good labeling usually begins with, it sounds like, or it seems like, here are a few examples. It sounds like you've had a frustrating time. It seems like this has been overwhelming for you. It sounds like you feel you were mistreated. Labeling makes customers feel heard, and the…
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