Stakeholder and Customer Service Training: Soothing the Most Difficult Customers!
Teacher Kean
June 12, 2024
*Note: All Our Courses are HRDF / HRD Corp Claimable!
Let's talk about 𝗦𝘁𝗮𝗸𝗲𝗵𝗼𝗹𝗱𝗲𝗿 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 / 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 today! Ever had a stakeholder who was so upset at you that they couldn't stop yelling at you? Sometimes, they get angrier and angrier 😡 even if you give them the solution they want!
On the other hand, ever had a stakeholder who loved you so much that they kept telling the same old story to you, 400 times???? 😴
Well, in both cases, the root cause is the same - They are 𝗡𝗢𝗧 𝗖𝗼𝗻𝘃𝗶𝗻𝗰𝗲𝗱 𝘁𝗵𝗮𝘁 𝗬𝗼𝘂 𝗚𝗼𝘁 𝗧𝗵𝗲𝗶𝗿 𝗣𝗼𝗶𝗻𝘁. In other words, 𝗧𝗵𝗲𝘆 𝗙𝗲𝗲𝗹 𝗨𝗻𝗵𝗲𝗮𝗿𝗱.
In my mother tongue in Malaysia, one sentence captures this perfectly, "Dia Takut U Tak Tahu"
In Stakeholder Management, we must never forget this cardinal principle, "People won't move with you into the FUTURE, if you do not acknowledge their PAST."
This is why skills like Active Listening, Empathy, and Parrot-Phrasing are so crucial. Try 𝗥𝗘𝗣𝗘𝗔𝗧𝗜𝗡𝗚 or 𝗥𝗘𝗖𝗔𝗣𝗣𝗜𝗡𝗚 what the stakeholder said before offering your advice, and you'll be amazed at how quickly they calm down 🕊 . Next time, try,
"Datuk Seri Smith, we are so sorry for your unexpected experience. I can see that you feel very 𝙘𝙤𝙣𝙘𝙚𝙧𝙣𝙚𝙙 😟 because our online portal is always down. I can also understand your 𝙪𝙧𝙜𝙚𝙣𝙘𝙮 😰 because this transaction must absolutely go through to your business partners today. Why don't I..."
The more accurate your ability to 𝗿𝗲𝗽𝗲𝗮𝘁, the more willing your stakeholder is to move onto the solutions and advice stage.
Interested in helping out your employees give more confidence to senior management, or to equip your client servicing team with advanced techniques to reassure any difficult customer? Then look to me and UpSkillingMinds Sdn Bhd. We have been hard at work, helping many Financial Institutions and Luxury Brands revamp and improve their Stakeholder Management skills, and we're confident we can do the same for you!
Teacher Kean is an award-winning Corporate Trainer and Public Speaker, renowned for his dynamic and impactful training sessions. His multifaceted expertise encompasses:
- Leadership and Culture Development - Effective Communication Strategies - Sales and Customer Service Excellence - High-Impact Presentation Skills - Critical Thinking and Problem Solving
As a Barrister Member of the UK Middle Temple, Teacher Kean graduated in the top 10 percentile of his class, honing his skills in rapport-building, human behavior understanding, persuasion, and negotiation. His legal acumen, coupled with over a decade of corporate and financial experience, makes him a force to be reckoned with.
