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...
It’s crucial to deal with all shades of client discontent – from mild irritation to blind fury – and the techniques associated with Discovery help a lot That’s the good news. The less good news is that I have to work harder to use these techniques effectively...