From the course: Selling with Empathy during Uncertain Times
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How to deal with customer emotions
From the course: Selling with Empathy during Uncertain Times
How to deal with customer emotions
- Let's talk about emotions. In times of uncertainty, emotions run high and it can affect you and it's obviously affecting your customer. That's where empathy comes. In times of uncertainty, empathy can be a super power. And so, what you want to do is you want to hold space for other people's emotions. You don't want to take them on. So, I've got something that helps me remember this, and I'm going to share it with you. What happens is when someone comes at you with strong emotions, whether they're angry or fearful and it may have nothing to do with you, there's usually one of two responses. If you're an empathetic person, which is sort of my tendency, it's really easy to take on other people's emotions. And then if they're upset or something like that, you kind of get down with them. That's not particularly helpful. The other reaction is no, push back! I don't want those emotions. That's not helpful either…
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