Handling direct attacks effectively
Completion requirements
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First passage - Listening
First of all, the customer wants to state everything that has happened, and, why not, maybe they also want to let off a bit of steam. Once the anger has been vented, it will be much easier to reason with the customer on a more rational level. Active and empathetic listening helps on the rational side to collect all the necessary information, on an emotional level it builds trust between people.
Second passage - Questions
The second step is to ask questions; preferably open-ended questions; i.e. questions that the client cannot respond with a simple Yes and NO. Questions make it clear to the customer that the employee has listened well and want to explore the situation. Asking questions is a great tool for actively guiding the flow of the conversation.
Third passage - Reformulation
The third step is to reformulate what customer said in your own words. The benefit lies in making what the client has expressed clear. On the emotional side, reformulation helps generate empathy.
Fourth passage - Argumentation
Finally, with the fourth passage, after creating a sufficiently calm and confident communicative atmosphere, the employee is ready to express their thoughts and directs the conversation towards a concrete and effective conclusion.
First of all, the customer wants to state everything that has happened, and, why not, maybe they also want to let off a bit of steam. Once the anger has been vented, it will be much easier to reason with the customer on a more rational level. Active and empathetic listening helps on the rational side to collect all the necessary information, on an emotional level it builds trust between people.
Second passage - Questions
The second step is to ask questions; preferably open-ended questions; i.e. questions that the client cannot respond with a simple Yes and NO. Questions make it clear to the customer that the employee has listened well and want to explore the situation. Asking questions is a great tool for actively guiding the flow of the conversation.
Third passage - Reformulation
The third step is to reformulate what customer said in your own words. The benefit lies in making what the client has expressed clear. On the emotional side, reformulation helps generate empathy.
Fourth passage - Argumentation
Finally, with the fourth passage, after creating a sufficiently calm and confident communicative atmosphere, the employee is ready to express their thoughts and directs the conversation towards a concrete and effective conclusion.
