This is the last video in the series on Encounter basics. In the previous two, I discussed Discovery and Listening techniques, and in this one I will comment on how these techniques can be used, and must be adjusted, when working with unhappy clients.
This is the fifth video on Encounter basics. In the previous one, I discussed the Discovery technique, in particular the use of questioning to gather information. But asking questions is pretty useless if I don’t know how to listen to the answers, and listening is a...
This is a short module because, if it weren’t, I would have to repeat myself an awful lot. That’s because many of the techniques that have been in covered in the earlier Encounter Basics videos – particularly those associated with Discovery – are central to dealing...
I mentioned the danger of making expensive promises! Be aware that anger, or any sign of discontent, is a manipulation weapon that some customers use. By making suppliers feel bad, they can extract promises of more support, lower prices, and so on. This is just one...
It’s all about timing. Assume, for the moment, that I am faced with a client who is extremely angry, as anger is easier to imagine than mild irritation. First of all, to counter any defensive reflexes that I may have, I adopt the mindset that the client’s feelings are...
