Continued from page 1
· Try doing something new and different.
· Listen attentively, patiently, and with good nature.
· Even if complaint seems unreasonable, don't tell him so. Keep it to yourself.
· Because nobody wants to be accused of being unreasonable, especially if it's true, admit that he might be right. (The implication is that you may be wrong.)
· Invite him to offer you in his own words a solution to his complaint. Say, for example, "If you were in my shoes, what would you do to correct situation?" (Be careful not to call his complaint or situation a problem, because doing so might aggravate him to point that he loses his ability to think and express himself clearly.)
· Listen carefully and actively. Read his body language.
· Use feedback questions or statements to let him know that you're trying to understand and meet his needs. (Begin responses with statements like, "If I understand you correctly, ...")
When you take time to listen to your complaining customers or employee, you'll hear what he’s telling you. Then you’ll be in a better position to turn him into a satisfied and loyal customer.
Remember: When you maximize your potential and that of complaining customer, everyone wins. When you don't, we all lose. © MMIV, Etienne A. Gibbs, MSW
Etienne A. Gibbs, MSW, Management Consultant offer a free health survey at http://eagibbs.usana.com; and Identity Theft protection at www.prepaidlegal.com/hub/gibbs54. Reach him at firstname.lastname@example.org or at 502-386-1175.