angry customers desperate customers afraid customers are stuck they are stuck in the emotional right brain the right brain is where we feel every emotion it's where we are when we are in our feelings your angry your most challenging your most difficult customers are stuck in the right brain and they simply do not have the capacity to calm down they do not have it in them in that moment to listen to your options and follow you to the next steps in this video I am going to share with you the secret emotionally intelligent customer service pros
use to calm customers down a hint it's about getting customers out of the emotional right brain [Music] customer service pros no customers cannot hear them cannot receive them until unless the customer feels heard understood and validated this is because your emotional customers your angry customers are in the right emotional brain now we know we have two halves of the brain the right emotional brain is where your customers are if you're getting a lot of venting you're getting a lot of pushback the right brain is where we are when we are looking at art listening to
music when we are dreaming when we are in our feelings when we are experiencing any emotion we are in the right brain we need our customers in The Logical left brain the left brain is responsible for math analytical thinking reasoning we cannot get through to a customer until we get them out of the right brain and the way to get them out of the right brain to The Logical left brain is to validate them to make them feel hurt and understood let me illustrate what responding from the emotional right brain sounds like imagine that instead
of watching me on video you and I are in the same room we have gathered for a large training session and there are about 200 people in the ballroom with us and let's say that when I come to the front of the room my first words are good morning and when I say good morning I am met with awkward silence no one not one of the 200 people in the room make eye contact with me or smile or maybe they are looking at me it's just an awkward glaring look but no one smiles and no
one speaks to me how do you think I'd feel I think I'd feel awkward embarrassed now I'm all caught up in my feelings and my emotional right brain if I'm not intentional I might handle my presentation from my emotional state feeling embarrassed I might hold on to the podium for the feeling of safety rather than move around the stage and into the crowd as I do when I'm feeling confident in my feelings my delivery is a lot different than if I felt validated and welcomed when your customer is caught up in the emotional right brain
they're going to filter everything you say or everything you type through their feelings and they're not going to be able to fully hear you because they don't feel understood they don't feel validated they're not hearing you and they're going to push back in an emotional and likely very talkative way emotionally intelligent customer service professionals no they must transfer customers out of the right brain to get them to calm down they know know the customer has to be in the left brain that is responsible for logic and reasoning emotionally intelligent customer service professionals know how to
move customers out of the emotional right brain and Into The Logical left brain by acknowledging their concerns and validating their experience that's it that's the technique move customers out of the emotional right brain by validating their experience here are three examples from my work with clients that will demonstrate for you how to effortlessly transfer customers from the right brain to The Logical left brain by using validation statements all right scenario number one the customer's electricity has been disconnected for non-payment you can't offer another extension because the customer didn't follow through on the current payment Arrangement
the customer is crying and mainly focusing on her three kids who will return to a cold dark house what I had my client do in this scenario is show empathy for the customer's concern for what her kids are about to experience I had them do this before talking about what it takes to turn the power back on I know the last thing you want is for your kids to return home from school to to day and see the power is off one sentence that's all it takes to validate and move the customer out of the
emotional right brain scenario two the insurance agent's license has lapsed to reinstate the agent must retake an exam and pay fees in the meantime the agent can't legally sell insurance because they have no license not being able to sell Insurance means she can't provide a service to her clients can't earn money or pay her employees I help my client focus on showing the customer they get how serious the problem was because if you don't if you don't show the customer that you get it they are going to get more emotional and it will be harder
for you to focus them on the next steps I realize it's upsetting to hear that you'll have to retake your exam and apply for a new license particularly because you need it right now convinced that the employee gets how urgent and crucial the matter is the customer can drop their shoulders on the venting and move with the employee to the next steps scenario three a customer scheduled an appointment with a Veterinary Clinic and they've been waiting more than 40 minutes past their appointment time the customer is understandably upset and is focusing on the fact that
it seems useless to have made an appointment if she still has to wait while many delays are inevitable and there's nothing you can do to speed things up in this scenario you can speak to your customers's pain Point here's how I guided my client I realize you've been waiting a long time we take care of a lot of pets while we tried to schedule you so you don't have to wait it's tough sometimes pets need more time than we predicted here I have my client identify with the customer's frustration and quickly pivot to explain that
some delays can't be avoided this response didn't solve the problem but it did validate the customer concern and calmed the customer customer service pros no they have to deal with feelings first you now know you have to get your customer out of the emotional right brain you've got to get them out of their feelings and you get them out of their feelings by offering a validation statement that shows that you get it you feel their pain that validation statement is going to get your customer in the rational left brain where they can reason with you
where they can listen to you in the left brain you will notice that you're bringing down the temperature and it is far easier for your customers to follow you to the next steps even when you can't give them exactly what they want thanks so much for spending a few minutes with me today to learn how to lower the temperature and guide your customers to the next steps if I helped you today please take a moment to like my video and I invite you to subscribe to my channel so you always know when I release a
new video until next time [Music] [Music] n [Music] [Music]
