Life Kit How to talk to customer service – and actually get what you want
Mar 17, 2022
Craig dos Santos, a negotiation consultant specializing in customer service resolutions, shares invaluable insights on bridging the gap between customers and representatives. He emphasizes that asking for a manager often backfires and suggests viewing reps as allies. The discussion highlights the power of empathy, active listening, and 'caretaking statements' to create a collaborative atmosphere. By fostering rapport and understanding the emotional dynamics at play, listeners can transform stressful interactions into productive conversations and achieve their desired outcomes.
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Separate Person From Problem
- Separate the person from the problem when dealing with customer service.
- Express your frustration about the situation, not at the representative.
Use Caretaking Statements
- Use "caretaking statements" to reduce tension in the conversation.
- Show appreciation for the representative's patience or kindness.
Make Them Your Ally
- Make the customer service representative your ally, not your enemy.
- Ask for their advice on how to handle the situation.
