Joyce Weiss

I work with organizations and individuals who want to kick conflict and chaos to the curb - Communication Strategist and Master Coach

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Handle Internal & External Customer Complaints

Thanks to Tom Borg for his great ideas.  You can reach Tom at www.TomBorgConsulting.com

Next time you find yourself listening to a complaint, remember these 4 R’s:

Respect, Rapport, Relate, Resolve

These tips will help you with stress reduction during those tough times with customers.  It will also resolve conflict and interpersonal issues.

  1. Respect- “I care.”
    Actively listen
    Use their name
  2. Rapport -“I am on your side.”
    Remove fear
    Create trust
    Apologize and give them results
  3. Relate – “I understand your problem.”
    Thank them for bringing it to your attention
  4. Resolve – “I will find an answer.”
    Take action
    Follow up

You can use this tip during your training on assertive communication as a listening skills exercise.

Was this helpful? Let us hear  from you – share your thoughts in the comment section below.

Feel free to share these tips with your team –  Just be sure to give  Tom Borg credit when you share or publish.

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For more info, articles and, pod casts visit: https://www.JoyceWeiss.com

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Improving Communication Skills: Be Specific When Giving Feedback to Others

When giving feedback, be sure you take time and choose your words wisely so that you convey exactly what you mean!  You can’t assume that people know what you want.

During one of my conflict resolution programs 2 participants started competing with each other on how their specific department did not receive enough support from the company.  The anger was building up and I knew this was a “coaching moment” for the group and the 2 individuals.  I quickly intervened and asked both individuals to stop so that their peers could help them explore options to seek resolution to the conflict.  Luckily for me both individuals agreed to stop.  The audience followed the ideas in this blog and the 2 individuals calmed down and actually listened to each other.  This can happen to you also.

Here’s today’s tips:

  • Don’t use vague communication such as, “I want you to sell more.”
  • Be clear with your communication. Tell people: “I want you to sell $350 per day.”
  • Don’t use unclear messages by saying, “Try to be to work on time.”
  • Be specific:  “We begin working with members at 8:00 am each day.”

Use the ideas from this blog post and watch your relationships improve due to your effective  communication skills.  Resolve conflict and interpersonal issues.  Feel free to use these ideas as listening skills exercises during your training assertive programs

Was this helpful? Let us hear from you in the comments below.

Feel free to share these tips with your team –  Just be sure to give Joyce credit when you share or publish.

Sign up at the RSS feed to be included in future blog posts from Joyce on this subject.

For more info, articles and, pod casts visit: https://www.JoyceWeiss.com

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More Ideas on How to Deal with an Angry Client or Member

More Ideas on How to Deal With an Angry Client/Member

Okay, you’ve worked the 6 steps, and now have done all that you can – and your client’s still mad! Well, you may have a tough one, but it’s far from impossible.  Here are your next steps:

  1. Empathize to show that you realize the serious nature of the problem
  2. Assure the caller that they are talking to the right person and that you will do whatever it takes to help resolve the conflict or interpersonal issue
  3. Follow through and find someone to help if you can’t solve the issue
  4. Tell the caller what you can do – not what you can’t do
  5. Thank the client for bringing this problem to your attention

Watch your effective communication skills grow after you put these thoughts into action.  This will also help you with your stress reduction level..which is a good thing!

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Feel free to share these tips with your team – Just be sure to give Joyce credit when you share or publish.

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For more info, articles and, pod casts visit: https://www.JoyceWeiss.com

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How to Deal with an Angry Client/Member

Has this ever happened to you? Someone is angry, and you need to help!

During one of my team synergy programs, an individual started yelling at me and said, “You are like all the other consultants who have attempted to help us. It all sounds so hopeful while consultants do the training and it is back to the same old negativity when consultants leave!  This is a waste of time and money!”  I had to fix this situation quickly because the other individuals were waiting for me to respond.  I thanked the complainer for bringing up such an important issue and asked him to give me more detail.  I also asked him if I could take notes to make sure I captured his important message.  His tone of voice was calmer after he finished telling me how frustrated he felt. We were able to come up with valuable solutions to his complaints.

Hopefully you can relate to this case example.  The techniques in this blog can help you with your own stress reduction and resolving your conflict and interpersonal issues.  Watch your effective communication grow after putting these ideas into action.

How can you deal with unsatisfied clients in a calm and constructive manner to get a win-win? Remember these 6 tips:

  1. Let the callers tell their entire story
  2. Do not interrupt or they will get angrier
  3. Use the caller’s name
  4. Take notes to help you get the facts and look interested
  5. You need to hear the whole complaint to be able to turn the situation around
  6. Don’t take it personally!

Keep this handy – it really works!

Was this helpful? Let us hear from you – comment below and share your thoughts.

Feel free to share these tips with your team – Just be sure to give Joyce credit when you share or publish.

Sign up at the RSS  feed towards the end of this blog post to be included in future comments from Joyce on this subject.

For more info, articles and, pod casts visit: https://www.JoyceWeiss.com

Contact Joyce

Email: joyce@joyceweiss.com
Phone: 248-681-5831

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Kick Conflict to the Curb: Stomp Out Your Stress

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