Validation Tools for Improved Customer Service
A customer approaches your customer service counter and is clearly upset. The client loudly states that the product or service you provided is “not working” and demands their money back.
What do you do?
The Order Matters
A common mistake made in customer service is to address the problem immediately with the customer. We might say things like “did you go to the self-help webpage?” or “what specifically is not working?”. Both of these are reasonable and delivered with good intentions. However, the problem is that the service rep has not acknowledged the complaint or the feelings of the customer. This must be done first. Emotions are driving their behaviour and they are not ready to communicate about details. We need to let the customer know that we see they have something to tell us and that we are fully committed to listening to what has happened. In short, we validate their emotions (trigger) before working on a solution.
What is the difference between venting and communication?
We need to know if we are going to be effective in de-escalating the person or situation. How do you move a person that is venting from an emotional trigger to a place of real communication? This requires professional skills and strategies, and is not easily achieved without following a direct and practiced process.
Professional Validation by My Forward Living
Specific, concrete approaches to validating emotionally charged people, which in turn, leads to de-escalating the situation. Through professional technique, we lead the client to voluntary compliance and understanding. Despite this one negative experience, we work to bring them back as a repeat customer. Having removed the emotional trigger, we work with the customer on solving the problem to their satisfaction.
This course teaches a specific model of human engagement, which the student practices through reality based training. The student will learn to apply the simple and direct three-step process under a variety of situations, allowing them to become proficient and adaptable as it applies to validating concern and de-escalating situations.
As the first level of communication with your customers, customer service representatives need to possess the professional skills needed to maintain customer understanding and satisfaction. At times, things are missed, or products don’t work but through the skill of validation, this experience does not have to end negatively.
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