Work Through Misinformation This Way

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Have you ever had a customer outright reject a reasonable suggestion and realized that they were doing so because, at some point, they were given incorrect information? How can you get them to listen to your suggestion when it is so easy to come across as being argumentative or overbearing? The answer is actually quite simple.

Take an Interest

Let’s pretend that a customer calls in with a simple billing question. In the course of the conversation, you take your time to really understand the customer’s account and realize that she is not utilizing the subscription model that is most cost effective for her. You instantly want to seize the opportunity to steer her to the other option, but there is work to be done first.

Clarify Her Reasons

Now is the time to start by asking her if she has ever considered the alternative subscription, and then carefully listen to the reasons for her objection to it.

Ask Permission to Educate

Now comes one of the most crucial parts: letting her know that, at some point, she has received incorrect information about this option and that you would love the opportunity to correct what she has been told because you believe she will really benefit from this corrected information. Coming from a place of offering help rather than a place of authoritatively correcting what a customer has previously been told or concluded is what makes a customer willing to hear you out.

Inform Her

Now that the customer has invited your information, carefully correct her misunderstandings or incorrect information. Be sure to bring each correction full circle by connecting back to why this matters to her and why it is helpful to her. Ensure that she is understanding this new information and offer to clarify anything further.

Do Not Push

The last step is the other most crucial part of handling these cases: do not push for any change. The customer may no longer believe that you have truly been motivated by a desire to help her if you now push her into making a switch. Instead, your conversation may now feel like a sales pitch, even if she is the only one who will benefit from the change. Leave the decision up to her, to be made on her own timeline. Offer to send her any information for her to review later on her own and let her know that she’s welcome to call back at any point in the future if she would like to update her account.

By listening to our customers, sharing with them, making suggestions, and letting them remain in control of their decisions without any pressure from us, we can solidify our status in customer service and earn the respect of our customers.[/fusion_builder_column][/fusion_builder_row][/fusion_builder_container]