课程: Building Rapport with Customers
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Validate your customer's experience
Imagine a friend text, "Hey, how are you?" And you reply, "Not so good. We just had to put my dog down last week and I've got anxiety over midterms next week. How are you?" And your friend text back, "I'm anxiously awaiting my Las Vegas trip next week. Wish you could join." You might hold your phone a little closer to reread your text and you'd think, what? What just happened here? What happened is your friend didn't validate your experience. They made it all about them. And that doesn't feel good, does it? Sometimes customers give us their story of the challenge they've had with our company and we say, claim number or can I get you to verify your address for me? You need to validate your customer's experience so they feel heard. Customers vent more when you don't validate because they don't feel understood. Validation is acknowledging a customer's feelings without necessarily agreeing or disagreeing with them. Your goal is to demonstrate that you're listening to the customer…
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