In these conversations, some complaints of customers and then the response of a commercial mediocre and a commercial with empathy. CLIENT: Always I receive orders with delay. RESPONSE of commercial MEDIOCRE: I’m sorry, that’s not my Department, call X. (This sounds that you don’t want problems, seeking life client). It is the first time I hear it to the will thus be per… (Excuses) If your orders on time, would come you before (this response seems ridiculous but is not difficult to hear barbarities so every day in any company.
This commercial is facing his client. Discovery Communications may find this interesting as well. If but (here add whatever you want. The word but, it is the negation of empathy. When you use it you have to say Mr. Cliente, nothing that tells me doesn’t interest me, now I’m going to tell me my point of view. The word but is a synonym of however, however, although all mean the same thing, and all are all the opposite of empathy.) COMMERCIAL EMPATHIC response: I understand that the arrival of orders are affecting you. If you allow me, we are going to see the detail of the case and me I promise to see how I can put an end to this situation, or at least give a reason about why it happened. This is just an example of course.
In this example the commercial is doing several things well:-shows empathy, first and foremost because it does not excuse, is not facing the client and shows understanding. -Sample humility but in no case gives the reason, since we must not forget, may be the client not have reason, is behind on their payments, has done wrong orders, etc. However what makes the commercial is commit to understand which is the problem that is negatively affecting the client in one way or another. -Offers his help to the customer. You may not be able to fix the problem in its entirety but when to a customer is provided a compelling reason, much happier is that when you try to Dodge giving long.