1000 words after reading Key Conflict: How to talk about interpersonal crisis as an opportunity!
When encountering a difficult problem, the first problem we need to solve is to remain rational and not make subjective assumptions, which is very easy to magnify the shortcomings of others and let ourselves fall into righteous anger. The Prime Minister should listen to each other's views, although some of them are not agreed or strongly rejected. But also listen carefully to the other party's views, and don't rush to refute the other party's views, so as to explain your own views. If you force your way in, I think this conversation will certainly not be a good one.
In the sales process, we often have conflicts and conflicts with customers because of the quality objection. Some even made a very unpleasant scene, and ended up unhappy. So how should we deal with this situation? I think this is the best experiment to solve key conflicts and turn crises into opportunities.
Steel coils are often scratched, gnawed and rusted. For such cases, the basic principle of the company is not to return, not to replace, and the steel plant shall handle it. It is often heard that the salesperson replied to the customer in the same way: our company does not return or replace, and all problems are waiting for the steel mill to deal with. We are just agents of steel mills, and we have no way to control the quality problems. The steel mill will deal with it as it says. It's straightforward and there's nothing polite. In fact, the same is true. We have no good way to deal with it. But can such simplicity and rudeness bring us the results we want? After hearing this, the other party must be angry. Did I pay the steel mill? I am looking for the steel factory to take the goods? Who can I find if I don't find the goods I want you to take? As for finding the steel mill, it is your business. Then I heard the contact information of the leader in charge or the leader of the Procurement Department. When the other side said they would come to the company, they said they would come to the company. That's how our company handles it. Since then, they have become strangers to each other.
In fact, if we can calm down and listen to each other's views, don't rush to blame the steel mill. First of all, we asked whether the problem was serious, and collected the material certificates, objection photos and videos required for the next quality objection. After everything has been arranged, communicate with the customer. The objection has been submitted to the Purchasing Department. The Purchasing Department is also actively contacting the steel plant, hoping to give the results as soon as possible. Along with comforting the customers, we don't want to see the quality. You are in trouble, but I am also in trouble. Let the other party believe that you still have a stone in your heart until the quality objection is handled. You will deal with this problem with your heart.
If you meet a customer who is impatient, don't get angry in a hurry. First of all, you can tell the other party about the company's principle: no return, no exchange, and there is no precedent for steel mills. But you can ask the next leader to see if you can change a roll or refund something? Give the other party hope that they have been completely determined. Give both parties a buffer period to calm down their feelings. Although it is impossible to change the result of asking the leader, it is a small process that inadvertently narrows the distance with customers. You are not antagonistic, but have common interests. They all want to deal with this matter as soon as possible. With this foreshadowing, it should be much easier to communicate, and most customers can understand and accept it.
Arguments and quarrels have no objection, and do not help solve problems. They can only exacerbate contradictions and make the results run counter to the purpose. Why not seek common ground while reserving differences, find common ground and common interests, and work together for mutual benefit and win-win results.
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