课程：Conflict, Stress and Time Management： apply to a customer support environment

这个课程分为如下三个模块，今天先讲第一部分

Negotiation and Conflict Resolution

Positive Approach and Attitude

Stree and Time Management in Customer Service

1. Recognizing Potential Conflict

"The deepest principle in human nature is the craving to be appreciated." – William James, 19th century psychologist and philosopher

1)Sources of customer dissatisfaction

Customers want and expect:

a reasonably quick and easy solution to their problems, as well as choices and options

acknowledgment, understanding, and effort on the part of the Customer Service Representative (CSR)

consistency, reliability, and predictability

to feel important

confidentiality, or at least a degree of privacy

positive surprises above and beyond what they feel are due

value, though not necessarily best price

2)Warning signs of potential conflict: changes in tone, volume, or speed may all be signs that his mood is changing.

2. Reducing and Eliminating Conflicts with Customers

"Understanding human needs is half the job of meeting them." – Adlai E. Stevenson Jr., politician

1)Using fundamental courtesies

listening actively

Paraphrasing and periodically summarizing can instill the idea that the customer's problem is important to you and your company. Verbal encouragements such as "un huh" and "sure" demonstrate you are paying attention.

But be careful when using these techniques with angry callers. It may be best to repeat their central messages back to them word for word to avoid misunderstanding.

being polite

When you are trying to provide the customer with a quick solution, it's easy to forget to use "please" and "thank you."

The irony is that the need for common courtesy is greatest when you least feel like it – with a difficult or abusive customer.

being respectful

Remember that everyone deserves to be treated with respect. One of the worst things a CSR can do is to be condescending. No one appreciates being talked down to.

Also, don't think ahead. Concentrate on what your customers are saying and allow them to finish with minimal interruption.

using plain language

Using plain language means avoiding, or at least translating, jargon, acronyms, and other technical terms you may take for granted but that customers may not understand.

softening your language

Use softened phrasing, such as "That product is unlikely to break under normal use" or "It's possible there's been a misunderstanding," to reduce conflict.

Conversely, phrasing that removes options, or is inflexible or argumentative, such as "It's company policy" or "You don't understand," typically escalates conflicts

2)Developing rapport with your customer

assuring effort

using empathy statements

finding points of agreement

offering alternatives

3)Steering the conversation

letting the customer vent

Angry people need the opportunity to vent their anger. They also want to be heard and acknowledged. If you don't acknowledge their anger and move too quickly to try to solve the problem, you may end up making them angrier and more abusive.

apologizing

Apologizing for the frustration and inconvenience that a customer experienced due to your product or your company's policies costs nothing and may help the situation immensely – if the apology is sincere. A less-than-sincere apology can be equally harmful, however.

not taking the bait

At times, an upset customer may directly insult you or your company. Remember to control your emotions. If you feel yourself getting angry or upset, ask the customer to hold, take a deep breath, and try again. If you cannot sufficiently collect yourself, ask someone else to take the call.

interrupting the angry flow

Several techniques are designed to interrupt the customer's flow of anger, giving you an opening to use other techniques. For instance, distracting the customer by asking them to focus on a specific item can provide a chance to take back control of the conversation. You can also use closed-ended questions, which elicit only short answers, to provide the openings you need.

repeating your message

With extremely angry or difficult customers, you can repeat the same message, but in different words, until the customer starts to work with you to solve her problem. This repetition sends the message that the conversation won't continue until the specific issue that you want to deal with is addressed.

giving them the silent treatment

One way of getting a customer to stop talking is to say nothing. If the customer hears only silence on the other end of the line – no encouraging prompts, comments, or ideally even background noise – she will probably stop talking and try to find out whether you are still listening.

setting limits

As a last resort it may be necessary to set limits on the behavior of an abusive customer. For example, "I'm sorry, sir, but I cannot continue to help you until you calm down and stop yelling." You should not continue until your conditions are met.

3.Negotiating with a Customer

1）CSRs also need to apply their negotiating skills in these situations:

to win back customers who are threatening to take their business elsewhere

to change customers' opinions about the company

to inform customers about a delay in receiving their product

to tell customers that they've been undercharged and need to pay in extra

2）three negotiating guidelines:

get the issues out front, need to 

determine the customer's real needs and the willingness to compromise

determine what you need to achieve and where you're willing to concede

evaluate different ideas about the issue: A CSR evaluates a customer's ideas by

acknowledging the benefits of customer ideas

raising the support center's concerns about the customer's ideas

offering alternatives that may be acceptable to all

maintain a good attitude during the negotiation

put yourself in the customer's place and let them know you understand their needs and feelings

do not make excessive concessions in an attempt to satisfy an angry customer