From the course: Customer Service: Call Control Strategies

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Reframe the conversation with your customer

Reframe the conversation with your customer

From the course: Customer Service: Call Control Strategies

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Reframe the conversation with your customer

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- When my dad was preparing to have a quadruple bypass and heart valve replacement, I confided to a friend how anxious I was about the surgery. There was a 15% risk of death with my dad's procedure. My friend looked at me with wise eyes and said, "You could look at it this way. Your dad has an 85% chance at life." I smiled, nodding, knowing she was right. What my friend did is reframed my thinking to get me to focus on what could go right. Reframing is a tool you can use to shift the conversation when your customer is stuck blowing off steam about a problem they've experienced, turn into a focus on fixing the issue. To reframe a conversation with a customer, you'll do three things. First, allow the customer to explain the issue. Don't interrupt because this will add to the customer's frustration. And second, when they pause, say something to recognize the customer's frustration. "I can see your point," or "I realize…

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