Responses 1. When customers have urgent requirements to fill, serious problems to solve, or a complaint to register, they may respond to your greeting by expressing their feelings before they express their needs. How can you recognize these in order to deal with them “disguised responses” effectively? A disguised response, which covers up the real need, can take the form of a customer’s ♦ statement or a question. Example: know how you stay in business. Does your shipping department mess “I don’t things up on purpose?” Disguised responses often contain exaggerations, which should not be taken literally. ♦ Example: is the eighty-second time had to call you this “This I’ve week!” Many disguised responses are actually tests a customer uses to find out if interested you’re ♦ enough to ask for an explanation. Example: my time telling you this, but here “I’m probably wasting goes.” 2. When a customer seems to be giving you a disguised response, what should you do to remove the disguise and discover the real need? Listen carefully. Ask yourself, they is this person really trying ♦ “Do really mean that?” “What to tell me?” Ask sincere questions designed to reveal the true nature of the need. ♦ customer’s TELEPHONE DOCTOR® PRESCRIPTION: 1. Pay close attention to what the customer says. Try to determine what the customer is really trying to tell you. 2. Never argue. Instead, ask sincere questions designed to get through the disguise and identify the actual need.
Responses 1. When customers have urgent requirements to fill, serious problems to solve, or a complaint to register, they may respond to your greeting by expressing their feelings before they express their needs. How can you recognize these “disguised responses” in order to deal with them effectively? ♦ A disguised response, which covers up the customer’s real need, can take the form of a statement or a question. Example: “I don’t know how you stay in business. Does your shipping department mess things up on purpose?” ♦ Disguised responses often contain exaggerations, which should not be taken literally. Example: “This is the eighty-second time I’ve had to call you this week!” ♦ Many disguised responses are actually tests a customer uses to find out if you’re interested enough to ask for an explanation. Example: “I’m probably wasting my time telling you this, but here goes.” 2. When a customer seems to be giving you a disguised response, what should you do to remove the disguise and discover the real need? ♦ Listen carefully. Ask yourself, “Do they really mean that?” “What is this person really trying to tell me?” ♦ Ask sincere questions designed to reveal the true nature of the customer’s need. TELEPHONE DOCTOR® PRESCRIPTION: 1. Pay close attention to what the customer says. Try to determine what the customer is really trying to tell you. 2. Never argue. Instead, ask sincere questions designed to get through the disguise and identify the actual need.
3Questioning%20Techniques%20to%20Determine%20Needs%20LG%20DRAFT.docx