5 Cases of Misunderstanding with Customers and Simple Solutions for Each of Them

Lack of active listening

  • Open questions. Demonstrate interest and allow you to get a large array of information from the client. They begin with question words and suggest a detailed answer. Example: “How do you feel about …?”. It can also be used in surveys and in the form of your business website when a client draws up an application for services. Thus, you will get a more detailed idea of ​​the preferences of the buyer and improve the efficiency of processing the application by the sales department.
  • Clarification. Gives detailed information on a specific issue. It looks like a repetition of the words of the interlocutor. You should listen to the client, and repeat what was said with interrogative intonation. Example: “You talked about … Can I find out more about this?”
  • Rephrasing. Helps to verify the understanding of the words of the interlocutor. It consists of the fact that after pronouncing the phrase by the client; the manager repeats it, but in his own words. Not quoted. The task is to repeat what was said so that the interlocutor continues to explain his position. Example: “That is, in other words …”.

Communication in a Hurry

Hasty decisions

Unstable service

Ignoring communication style

  • relator,
  • thinker,
  • director,
  • socializer.

Relators

Thinkers

Director

Socializer

Conclusions

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Improve your #custserv & #custexp with Nicereply - a customer satisfaction survey software, including CSAT, NPS & CES 2.0

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