From the course: Handling Customer Complaints with Empathy

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Listening to prevent customer complaints from escalating

Listening to prevent customer complaints from escalating

From the course: Handling Customer Complaints with Empathy

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Listening to prevent customer complaints from escalating

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- "Most people do not listen with the intent to understand. They listen with the intent to reply." This is a powerful quote from the book "The Seven Habits of Highly Effective People" by author Stephen Covey. Listening can be a difficult task to master during face-to-face complaints. Strong emotions like frustration, anxiety can impede your ability to listen objectively and can make you defensive or reactive. In addition to that, assumptions can influence how you interpret and evaluate what is being said, making it difficult to be open-minded and truly listen. While customers are complaining and venting, you need to suspend the need to be right. Instead, move to a more powerful place of listening. This means letting the other person speak without interrupting them, even if you think you know what they're about to say or if you know what the solution to their problem could be. This is your customer's time to express themselves. Letting them talk uninterrupted will help them calm down…

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