The Volcano Theory
5. Next, follow up with, “What would you like to see happen now?” 6. Finally, ask the question, “If I can do that, then what will happen?” 7. Repeat back to the customer what you heard them say, ask for approval, and tell them when the follow-up will be. Be specific, providing them with a date and time they can count on. If the call is too heated, always ask, “Are you mad at me?” Typically, the volcano’s answer will be, “No, I’m just mad at the situation.” The reason my system works is because we are following a script that works, and we own the script. The saying goes, “Being listened to and being loved are so close together that most people cannot tell the difference.”
When it comes to customer care, the worst time to think of what you’ll say is when it’s already coming out of your mouth. Working with a variety of companies across the country to train customer service representatives, we’ve discovered the two biggest fears your team members have when it comes to answering the phone: 1. “What if the prospect or client asks a question I don’t know the answer to? ”
2. “What if the prospect or client is mad at me?”
You can imagine how much fun it is for your team members to answer the phone with these two fears haunting them every time it rings. What’s my advice when it comes to dealing with an upset customer? Dave’s Volcano Theory, of course.
Please, do yourself a favor and listen to your upset customers.
For a free chapter of our new book for customer service representatives, “The Follow-Up Call,” click GoDaveTester.com and request Chapter 1.
My Volcano Theory can be broken down into seven steps that are easily put into practice.
1. Let the customer explode. Hence, the “Volcano Theory” name. Let the volcano do what it does best. Let them vent, all the while focusing your attention on the problem, not the person. 2. Once the volcano is done with their initial eruption, say, “I don’t know how you feel, but I understand because I’m taking notes. Is that okay?” 3. Once they’ve given you permission to take notes, say, “Tell me more.” Remember to actively listen, taking notes every step of the way. 4. Ask the question, “What do you think should have happened?”
GG Gretchen’s Kitchen (My mom’s secret recipes)
Grape Tomato & Cauliflower Cake
• 1/2 tsp ground cumin • Pinch chili flakes • 1 1/2 tsp kosher salt • Ground pepper, to taste • 5 oz Parmesan cheese, grated • 1 1/2 cups grape tomatoes, sliced
• 1 small cauliflower, cut into small florets • 2 tbsp olive oil • 2 tbsp butter • 2 cloves garlic, minced • 8 eggs • 1/2 cup fresh basil, chopped • 1 cup all-purpose flour • 1 1/2 tsp baking powder • 1/4 tsp ground turmeric
• 9 1/2-inch diameter springform pan
1. Heat oven to 400 F and roast cauliflower until tender, about 12 minutes. Set aside. 2. In a small skillet, heat oil and butter over medium heat. 3. Add garlic and sauté until fragrant. Scrape garlic into large bowl. 4. Add eggs and basil to bowl, whisking well. Add flour, baking powder, turmeric, cumin, chili flakes, salt, pepper, and Parmesan. Whisk until smooth. Gently stir in tomatoes and roasted cauliflower. 5. Grease springform pan and pour mixture into pan, spreading evenly. Place on middle rack and bake at 400 F for 40–45 minutes, until golden-brown. Remove from heat and let rest 15–20 minutes. Slice into wedges and enjoy!
Corner Post MINISTRY
If you would like to listen to Dave’s spiritual podcast, visit www.CornerPostMinistry.com
Psalm 138:3 “In the day when I cried out, You answered me. And made me bold with strength in my soul.”
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