You're faced with an upset customer. How can you use storytelling to turn the situation around?
Ever spun a tale to calm stormy customer seas? Dive in and share your narrative strategies for soothing service squabbles.
You're faced with an upset customer. How can you use storytelling to turn the situation around?
Ever spun a tale to calm stormy customer seas? Dive in and share your narrative strategies for soothing service squabbles.
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Let the customer know you understand their frustration and disappointment. Share a story about how your company has helped other customers in similar situations. Describe the positive outcome you envision for the customer, using vivid language and imagery. Invite the customer to share their story and perspective. Frame the solution as a way to achieve the desired outcome you've described. Tailor the solution to the customer's specific needs and preferences.
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Robandeep K.(已编辑)
We are all human. We all need empathy. Being empathetic and sharing personal experiences helps the other person feel they are not alone in their situation and that every problem has a solution. My simple approach would be to understand the person’s needs and address them accordingly. It’s not about creating a story; it’s about finding solutions that benefit everyone.
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Stories are the best way to truly connect with your prospects and customers because it is a way to relate to them and their current situation. The ability to tell a great story to sympathise with their situation, whilst highlighting a way you were able to solve the problem of another client with a similar issue, is the best way to build a fast connection and leverage a bit of trust to get them back onside and you back in their good books!
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Un client contrarié ne souhaite qu'une chose : être considéré. La considération demande de l'écoute, de l'empathie et une posture rassurante, celle de l'allié. 2 hypothèses : _ Elaborer un récit en mesure de lui témoigner ce que vous avez déjà fait pour d'autres dans sa situation _ Elaborer un récit qui lui permettra de se projeter avec vous, à ses c?tés, pour s'éloigner de ce qui le contrarie. Dans les 2 cas, le récit devra lui permettre d'envisager un parcours qui vous verra "pilote" et "co-pilote" de l'action à mener. Il doit pouvoir ressentir, dans votre récit, que sa cause est votre cause et que vous avez les mêmes enjeux.
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I’ve found that sometimes it’s not about persuasion—it’s about owning the issue. I acknowledge where things went wrong and take full responsibility, which often surprises the customer. But it builds real trust and shows I’m genuinely committed to fixing things, not just offering empty words. I alao ask them what they would do in my position—it opens up a constructive conversation and makes them feel heard.
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