Customer service guide provides three ways to establish a trusting relationship and increase the level of cooperation Carl Van advises customer service professionals on how to make their jobs easier in "Gaining Cooperation"
NEW ORLEANS – Anyone in the customer service industry knows how difficult working with customers on a regular basis can be. Even if it is to their benefit to sign a form or give requested information, customers can be uncooperative. In "Gaining Cooperation" (ISBN 1456334107), Carl Van provides a simple, three-step process that not only helps an individual gain the customer's cooperation but also improve their relationship with the customer.
Van believes that with his three steps, customer service professionals everywhere will have an easier time working with their customers. He first teaches readers that great negotiators never argue with people's reasons; they argue the facts. He believes that mankind's natural response in a disagreement is to show the other person why they are wrong, which he suggests we avoid trying to do.
The second concept customer service professionals should know is that they never have to prove anyone wrong, but rather only prove themselves right. He encourages readers to acknowledge where the customer is coming from because it gains cooperation and saves time. His third point of advice requires the reader to demonstrate their understanding of the customer's point of view. From his experience, he has seen that customers are more likely to consider what industry professionals have to say once they demonstrate a level of understanding of the customer's reasoning.
"I rely heavily on the acknowledgment tool to help the reader see that a little bit of empathy can go a long way," Van says. "Everyone wants to be heard and understood."
Van has spent much of his professional career training individuals on how to better interact with customers. Over the years, he has seen several options work but he believes that by treating them with empathy and understanding, the customer is more likely to trust the professional. He claims that once a level of trust is established, the service provider's job becomes a whole lot easier.
"Gaining Cooperation" is available for sale online at Amazon.com and other channels.
About the Author:
Carl Van Claims Expert is currently the President and CEO of International Insurance Institute, Inc. He has been an instructor for numerous insurance educational associations, and is the author over 100 various technical and soft skill claims workshops. He is publisher of Claims Education Magazine, and has written articles published in over 30 national magazines. He has set up five in-house claims training programs for various national companies, and is board president over both the Claims Education Conference and the International Claims Executive Skills Academy. He is the author and presenter of four online video claims training courses, as well as the author of The 8 Characteristics of the Awesome Adjuster.
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