[et_pb_section fb_built=”1″ _builder_version=”3.0.47″][et_pb_row _builder_version=”3.0.47″ background_size=”initial” background_position=”top_left” background_repeat=”repeat”][et_pb_column type=”4_4″ _builder_version=”3.0.47″ parallax=”off” parallax_method=”on”][et_pb_image src=”http:\/\/merrimanmanagementsupport.com\/wp-content\/uploads\/2020\/06\/Drawing1.jpg” _builder_version=”3.0.101″ max_width=”39%”][\/et_pb_image][et_pb_text _builder_version=”3.0.47″ background_size=”initial” background_position=”top_left” background_repeat=”repeat”]In the last few days and weeks, I’ve heard about or experienced some really interesting exchanges with customers.
\nNew types of surprising comments and complaints that can really catch us off guard, trigger us, and test just how calm and collected we’re able to be.
\nExchanges where everything in us wants to say, “You can’t be serious!! What are you talking about?!”
\nNot a good response.
\nSo here are a few customer service anchors that can really help us out right now.
\nMost of all:
\nWe don’t have to task ourselves with countering or talking a customer out of their point of view.
\nWe just need to focus on being pleasant, not take the bait, and have a few phrases at the ready.
\n\u201cWow, I never thought about it that way; what else can I help you with?”
\nor maybe,
\n“Interesting, I will have to give that some thought; what else can I help you with today?”
\nThese two will get us a long way.
\nLet’s keep our focus on being of service and not get caught up swinging toward being a noble defender or feeling like we are a punching bag for customer frustration.
\nWe can step back from taking it personally and step forward with a neutral approach, which is where our best service will be found in situations like these.
\nBe good to yourself this week.
\n[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"
In the last few days and weeks, I’ve heard about or experienced some really interesting exchanges with customers. New types of surprising comments and complaints that can really catch us off guard, trigger us, and test just how calm and collected we’re able to be. Exchanges where everything in us wants to say, “You can’t […]<\/p>\n","protected":false},"author":1,"featured_media":1477,"comment_status":"open","ping_status":"closed","template":"","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"
In the last few days and weeks, I've heard about or experienced some really interesting exchanges with customers.
New types of surprising comments and complaints that can really catch us off guard, trigger us, and test just how calm and collected we're able to be.
Exchanges where everything in us wants to say, \"You can't be serious!! What are you talking about?!\"
Not a good response.
So here are a few customer service anchors that can really help us out right now.
Most of all:
We don't have to task ourselves with countering or talking a customer out of their point of view.
We just need to focus on being pleasant, not take the bait, and have a few phrases at the ready.
\u201cWow, I never thought about it that way; what else can I help you with?\"
or maybe,
\"Interesting, I will have to give that some thought; what else can I help you with today?\"
These two will get us a long way.
Let's keep our focus on being of service and not get caught up swinging toward being a noble defender or feeling like we are a punching bag for customer frustration.
We can step back from taking it personally and step forward with a neutral approach, which is where our best service will be found in situations like these.
Be good to yourself this week.<\/p>","_et_gb_content_width":"","footnotes":""},"project_category":[3],"project_tag":[],"class_list":["post-1446","project","type-project","status-publish","has-post-thumbnail","hentry","project_category-m2m"],"_links":{"self":[{"href":"http:\/\/merrimanmanagementsupport.com\/index.php\/wp-json\/wp\/v2\/project\/1446","targetHints":{"allow":["GET"]}}],"collection":[{"href":"http:\/\/merrimanmanagementsupport.com\/index.php\/wp-json\/wp\/v2\/project"}],"about":[{"href":"http:\/\/merrimanmanagementsupport.com\/index.php\/wp-json\/wp\/v2\/types\/project"}],"author":[{"embeddable":true,"href":"http:\/\/merrimanmanagementsupport.com\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"http:\/\/merrimanmanagementsupport.com\/index.php\/wp-json\/wp\/v2\/comments?post=1446"}],"version-history":[{"count":4,"href":"http:\/\/merrimanmanagementsupport.com\/index.php\/wp-json\/wp\/v2\/project\/1446\/revisions"}],"predecessor-version":[{"id":1478,"href":"http:\/\/merrimanmanagementsupport.com\/index.php\/wp-json\/wp\/v2\/project\/1446\/revisions\/1478"}],"wp:featuredmedia":[{"embeddable":true,"href":"http:\/\/merrimanmanagementsupport.com\/index.php\/wp-json\/wp\/v2\/media\/1477"}],"wp:attachment":[{"href":"http:\/\/merrimanmanagementsupport.com\/index.php\/wp-json\/wp\/v2\/media?parent=1446"}],"wp:term":[{"taxonomy":"project_category","embeddable":true,"href":"http:\/\/merrimanmanagementsupport.com\/index.php\/wp-json\/wp\/v2\/project_category?post=1446"},{"taxonomy":"project_tag","embeddable":true,"href":"http:\/\/merrimanmanagementsupport.com\/index.php\/wp-json\/wp\/v2\/project_tag?post=1446"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}