Gift Basket Business Blog

Bridging the Communication Gap With Gift Basket Customers

June 7th, 2009 at 05:41pm Lorie Obernauer

Unfortunately, we all face situations in our businesses where a customer is dissatisfied or disappointed with the products or services received. While we strive to do our best, these circumstances require that we use our best communication skills to rectify the problem.

In an article in Incentive Magazine, author Kerry Patterson has six suggestions for resolving conflicts with customers or co-workers. Each suggestion offers a fresh look at how we can use our communication skills to effectively find solutions to what might otherwise seem like an insurmountable problem.

• Never let email replace talking face to face. While it may be convenient, email can cut you off from hearing the real concerns that a customer may have.
• Listen for hesitance. While a customer may be angry, he/she may not want to appear rude or may be cautious about giving their real opinions. Often times, what a customer is not saying is more important than what is actually said.
• Choose tentative language. While it’s important to express your position, try to couch your words in a tone that invites conversation. It’s important to be firm about your position, but avoid sounding harsh or defensive.
• Seek different views. Once you’ve expressed your ideas about resolving a problem, ask the other person for his/her thoughts.
• Play devil’s advocate. Although you might have a great resolution in mind, your solutions might not match the customer’s needs. Point out how your solutions might be better with feedback and suggestions from another point of view.
• Allow time. The unhappy customer might need some time to consider how your suggestions will help to correct the problem. This gives your customer to clarify what he/she really wants.

Read the full article to get the most of the author’s ideas. As Patterson says: “Your goal should be to come to a shared understanding, not to win”. Try out some of these ideas and discover how you can keep your customers satisfied.

Entry Filed under: Business Tips, Customer Service, Employee Training