It’s normal to feel defensive when listening to a customer complain about their experience or service. Practice listening and responding to complaints with team members. Remember, the complaint isn’t personal and mostly the customer wants to feel listened to. Before responding to feedback in an emotional manner listen, empathize, and ask questions to get as much clarity as possible about the situation.
Practice Your Response
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Be Open to Feedback
Casey Kuktelionis, , 0
Thank your colleague who cares enough to speak up and provide you with feedback. Feedback is a caring gesture...
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Be Interested
Casey Kuktelionis, , 0
Instead of focusing on the next thing you will say after the speaker is finished talking, focus on the...
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Keep Your Network Informed
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Stay in touch with past colleagues, industry friends, old classmates and others in your network. Update your network when...
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Mirror Your Leader’s Style
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When approaching a conversation with your leader about their performance, use their preferred communication method. Match their communication style...
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Use Social Media to Increase Transparency
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Social media facilitates transparent communication by reaching your community where they already spend time. How can your organization use...
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Communicating in Tough Times
Casey Kuktelionis, , 0
Your Reputation is at Stake Who can forget the United Airlines passenger who was forcibly removed from an overcrowded...