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How can open-ended questions prevent conflicts with customers?

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Conflict is inevitable in any customer service or sales situation, but how you handle it can make a big difference in your relationship with your customers and your reputation. One of the most effective ways to prevent or resolve conflicts with customers is to use open-ended questions. Open-ended questions are those that invite the customer to share their thoughts, feelings, needs, and expectations, rather than those that can be answered with a yes or no, or a simple fact. In this article, you will learn how open-ended questions can help you avoid misunderstandings, show empathy, build rapport, and find solutions with your customers.

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1 Why misunderstandings happen

One of the main sources of conflict with customers is misunderstanding. Sometimes, you may not fully understand what the customer wants, needs, or expects from you, or vice versa. This can lead to frustration, disappointment, and anger on both sides. To avoid misunderstandings, you need to clarify and confirm what the customer is saying, and what you are offering. Open-ended questions can help you do that, by asking the customer to explain, elaborate, or give examples of their situation, problem, or goal. For example, instead of asking "Do you want this product?", you can ask "How would this product help you achieve your goal?".

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Bruno Francisco Silva

Group Product Manager | Product Lead | Project Manager | ITIL |CSM PSM | Trilingual | Digital Transformation | Agile | Fintechs | Marketplaces | eCommerce | Walmart | Itau | C6 Bank | MercadoLivre
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One thing that I found useful especially during customer interviews and surveys are open-ended questions that estimulate user describe their routine or path to resolve the problem that they have. Once you trigger this logic, the user generally describes steps that he/she found important (good or bad taks) that they recall to get things done. You can also draw some sketches and confirm with them if that action is complete or if describes all needed in that part of the routine/journey. Those are great techniques to listen to customers, make them feel heard and find asome good hypothesis to dig deeper.

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Judith M. Snow
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Open ended questions are super important because it gives the control back to customers and yet maintains control at the same time. By allowing the customer to talk, express and feel their way through the sales process... respect, and the establishment of a sense of urgency is attained. Open ended questions often allow the true need to bubble up to the surface. This is accomplished by only asking open ended questions, allowing lots of time for story telling, life expression, experience prodding until signals of buyer fatigue are noted....at the very end a pre-closure wind down demand is injected into the conversation (ex: well, I have enjoyed your conversation so much and we can talk forever).. and then THECLOSE is attempted.

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2 How empathy reduces tension

Another source of conflict with customers is emotional tension. Sometimes, customers may feel anxious, stressed, or upset about their situation, and they may take it out on you. This can make you defensive, impatient, or rude, which only escalates the conflict. To reduce tension, you need to show empathy and compassion for the customer's feelings, and acknowledge their perspective. Open-ended questions can help you do that, by asking the customer how they feel, what they think, or what they value. For example, instead of saying "I'm sorry you're unhappy with our service", you can ask "What made you unhappy with our service?"

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3 How rapport builds trust

Another factor that influences conflict with customers is trust. Customers are more likely to cooperate and compromise with you if they trust you and feel that you care about them. To build trust, you need to establish rapport and connection with the customer, and show that you are listening and interested in them. Open-ended questions can help you do that, by asking the customer about their background, preferences, opinions, or experiences. For example, instead of saying "We have a great offer for you", you can ask "What are you looking for in a product or service?"

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4 How solutions create satisfaction

The ultimate goal of conflict resolution with customers is to find a solution that satisfies both parties and preserves the relationship. To find a solution, you need to explore options, evaluate alternatives, and negotiate agreements with the customer. Open-ended questions can help you do that, by asking the customer what they want, what they can accept, what they can offer, or what they can suggest. For example, instead of saying "This is the best we can do", you can ask "What would make you happy with this deal?"

Open-ended questions are powerful tools for conflict resolution with customers, because they help you communicate more effectively, empathize more deeply, connect more authentically, and solve more creatively. By using open-ended questions, you can prevent or resolve conflicts with customers, and create positive and lasting impressions.

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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Sarala Timalsina Bhandari

Engagement & Complaints Representative - Department of Customer Service, Issue Resolution
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Open ended questions can prevent conflicts with customers by encouraging communication and demonstrating a genuine interest in understanding the customer concerns. In my roles, I found that open ended questions helped create a positive dialogue. Instead is asking yes or no questions, I asked questions like “ can you tell me more about the issue you are facing? Or what specifically would you like to see improved?” These WH questions invite customers to share their thoughts and feelings, which can lead to more productive and less confrontational conversations.

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How can open-ended questions prevent conflicts with customers?

1

2

3

4

5

1 Why misunderstandings happen

2 How empathy reduces tension

3 How rapport builds trust

4 How solutions create satisfaction

5 Here’s what else to consider

Conflict Resolution

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How can open-ended questions prevent conflicts with customers?

1

2

3

4

5

1 Why misunderstandings happen

2 How empathy reduces tension

3 How rapport builds trust

4 How solutions create satisfaction

5 Here’s what else to consider

Conflict Resolution

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