Customer Conflict Training
Conflict training is essential to any business. There are times in which clients will not only get vocal with you but also visual. The body language of the client may indicate that the situation or issue may increase in level of emotion. You can identify and correct incorrect body language and create positive emotions within your clients.
Some examples and tips are below.
- If you client is angry ask the client to take a seat. This will change the clients standing pose and help provide a more controlled situation. Have you ever been yelled at from someone sitting down?
- You can also smile as this will help disarm the client and help them to mirror your body language.
- Lower your voice. Do not increase vocal tonality as this will add fuel to the fire. By lowering your voice your actually lowering the emotion within the situation and helps calm the client down also. You may notice they may actually start lowering their voice also until you are both whispering.
- If you client has arms folded provide a cup of coffee or something to hold only if they are just negative. This enables you to help them get out of a negative stance. Do not give them sharp objects or hot coffee if they are angry.
- Ask them to write things down. This helps them calm down and enables them to slow down.
- Ask closed questions to get a lot of yes answers out of your clients. This builds a positive client and helps them come to agreement.
We hope these tips help. For more information on handling conflict please visit our courses or free information section.
