One less thing…

Talkative customers… how do we handle them? You’ve got a talkative customer who talks about everything and anything that they’re going through at that time such as the “I’ve got to take my son to baseball practice, and my daughter to ballet class. I’ve still got to get everything packed; I’m nowhere near getting everything done, not to mention that I still have to meet with the divorce lawyer today at 3pm.” Etc.

Granted, they are going through some things. You certainly don’t want to ignore the fact that they’re having a bad time, however you do not have time to listen to everything they want to vent about. You have customers standing in line and phone calls that you still need to return and you don’t want to offend your caller by seeming insincere.

How do you overcome this situation in a delicate and caring way? You can politely interrupt them with… “Oh my goodness, you’re certainly going through a heck of a time aren’t you? I’ll tell you what, let me go ahead and get this unit taken care of for you so you have one less thing to worry about.” All of a sudden you hear a sigh of relief as if you’ve taken at least one load off of their back. You can hear the pressure release off of them. Maybe you’ll even get a “thank you so much!!!” By the end of the call, you’re their hero. They never knew it would be so easy. Now, they don’t want to call anywhere else because you have reminded them that they do need to get so much more taken care of. They close the phone book, looking forward to meeting you.