Assertiveness in customer service is one of the basic tools, especially in situations of conflict, complaints, incidents or claims
Every Thursday we bring you advice related to the world of Contact Center and Customer Service. Today we will see what are the main errors of managing conflict situations in a call.
The most frequent errors are:
Convince the client that he is not right. Enter into discussions, get on the same level as the interlocutor regarding bad language.
- Instead, you must listen more than talk. We should not take the client’s anger as personal. We have to adopt a professional attitude.
Use a telephone communication full of ambiguities and without concretions.
- To avoid this, you must achieve effective communication. Ask specific, concise and clear questions that have concrete answers and are simple for the client. You should also avoid abstract concepts. It is better to talk about concrete examples according to the information that the client gives you or with examples of other cases in similar situations.
Demonstrate superiority through aggressive language and expressiveness.
- It is more effective to convey security, sincerity and tranquility. If all the conversation insists on these principles, the client will tend to imitate this behavior.
Disregard the opinion or knowledge of the client.
- Many times we already know that the customer is not right. The mission of the telephone manager is to provide fair information so that the client can tell and offer an alternative solution.
Just as managers must be assertive, customers can also be assertive.
One of the basic tools of telephone communication is assertiveness.
We say that a person is assertive when:
Translated into the language of customer service we can say that we must respect the opinions of our client. Take into account that the client has information about his case and some acquaintances. We can have information on many cases similar to those of the client. This information can be expressed assertively.
Defend your own rights freely,
The customer who claims his service or product rights when he has paid for it is in his right. Only 1% of customers claim their rights, so we must make it an opportunity to offer a solution and build loyalty.
It does not allow others to take advantage of it.
If the client feels cheated, he becomes angry and stops being a client. It is your right. In order to maintain effective communication you must strive to be clear, concrete and concise to clear up confusion. Providing adequate information focused on the client’s objectives helps build trust.
It is considered with the feelings and opinions of others.
Since telephone communication is a two-way channel, assertiveness makes it possible to transmit an appropriate way to treat the interlocutor. As specialists in effective communication you must master this mechanism. It is about arguing calmly about the facts and neglecting the assumptions.
Every Thursday we will have a new tip in our blog.