How Leaders, Managers, and Staff Can Stay Effective During Unpleasant Conversations
Shep Hyken interviews Rebecca Morgan, an international speaker, management consultant, and bestselling author. She wrote the bestseller, Calming Upset Customers that sold more than 250,000 copies. They discuss what leaders and managers can do to help customer service staff manage upset customers and avoid issues in the future.
Are customers more easily upset today than 30 years ago?
People who would have been rational are now less likely to be patient. And people who are not rational or patient, to begin with, now have an even shorter fuse. This can be attributed to many factors including:
What can leaders do to help customer service providers manage upset customers?
In this episode, Rebecca Morgan also talks about what customer service providers do wrong when trying to calm upset customers and what managers should do when their staff gets into an altercation with a customer.
“Customer service representatives should be future-focused. Think of how you can help customers avoid issues in the future.”
“Empathy deflates the customer’s anger significantly, even when it is as simple as acknowledging what the customer is going through.”
“Know that you can’t appease everyone, so learn not to take everything personally when dealing with upset customers.”
“Empower your employees to self-coach. Ask questions like, ‘What would you do differently if you can do it all over again?’”
Rebecca Morgan, CSP, CMC, CVP is an international speaker, management consultant and bestselling author. Two of her 28 books have sold more than 250,000 copies each. She’s appeared on 60 Minutes, Oprah, the Wall Street Journal, Forbes.com, CNBC, National Public Radio and USA Today.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
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