How to have those discussions you've been dreading

It's 9am on a Monday. Your less-than-favourite customer has phoned and spoken with your colleague. He has demanded an immediate return phone call from you and said that he hopes you've "got up off your butt and sorted his problem out". Clearly you're in for a stellar day.

Before you delve into procrastination land and decide it might be better to take a mental health day, take pause and read the tips below on how to have those discussions you've been dreading with your less-than-favourite customer.

Tips

* Prior to calling the customer, analyse the information you have available to you. Plan what you want to say in the discussion. Anticipate what the customer may ask. Being prepared will make you feel more confident during the tough moments in the conversation.

* Give the customer your full name at the beginning of the discussion. This makes you accountable for what you are saying and also provides a personal reference for the customer.

* Manage your time. Don't make the call if you only have five minutes to spend with the customer. This will only create a pressure-cooker situation for both you and the customer because you will be watching the clock instead of focusing on the conversation.

* Listen. It seems simple and it is. It's also the most effective tip you can take away from this post. Listen to what is being said and acknowledge the customer's frustration. It will make them feel heard.

* Use silence. Silence is another incredibly effective tool to manage difficult discussions.

* Adapt your language to match the customers. People are usually 'seers' or 'hearers'. You can pick this up from the language they use. Be aware of this and try to match their style.

*Confusing discussions are like a maze. You need to guide the other party through the conversation so that you both come out the other end together. You do this by separating out the issues. Break them down, discuss them and join them up again later once you have educated the customer on the issue from your perspective.

* If the customer does have confusing information, let them speak first and then advise them you are going to clarify the information they have provided. This lets the customer know that you are going to ask them a number of questions.

* Let the customer know what you're going to say. Say what you need to say. Tell the customer what you said. An oldie but a goodie.


If you would like to read some more tips for difficult telephone discussions, click here.