Techniques to Avoid Taking Client Feedback Personally - Assignment Example

It is worth always remembering that the feedback is collected on behalf of the company, and therefore, avoid getting personal. One good way of avoiding this is to keep off the line of discussion that requires one to respond defensively. This may lead to heated arguments and losing temper. It is also good practice to engage the client in the solution, by asking them their suggestions. The other key objective is to listen keenly, internalize the complaint, and, take time to understand before responding. These techniques help avoid taking issues as personal attacks.

2. How might you structure and control the feedback meeting to generate the best positive outcome from the client?
Feedback meetings with clients need to be well organized so as to maximize the outcome while avoiding ambiguity. It is important when planning, to have in mind, which areas to collect feedback on, what is to be addressed in the meeting, what the possible client reactions are, and, how to manage the reactions. It is advisable to devise a plan to be followed in the manner in which to engage the client. It is also important to schedule the meeting in an environment that is suitable for the client. On a material day, it is good to start by engaging the client on more general issues, before narrowing down to specifics. The client should be given ample time to express themselves without interjections, and, their complements, or complaints well recorded. It is also good practice to respond to those issues that can be addressed on the spot, while committing to respond to the other, and make necessary adjustments soonest applicable.

3. What is the best way to express yourself authentically?
Self-expression is an important tool to earn and maintain customer confidence. One way of doing this is to ensure that one is well informed about the company history, policies, products, services, and, future plans. This helps one to be articulate when handling the customers. When talking to clients, it is good to make prior preparations, to avoid rushing over issues. One should also talk naturally, avoiding reading lengthy documents. Eye contact should also be maintained while avoiding destructive behavior. It is also good to explain using good examples where appropriate. While responding to client concerns, one should portray a good understanding of the issues, and, when not sure of the facts, it is good to avoid guesswork. Any questions should be answered with honesty and precision. Tone variation can also be used to indicate emphasis where needed, and, also to maintain the audience's attention.

4. What do you do to keep the poker face when you are challenged or outside your comfort zone with a client?
Some issues raised by the client can be challenging. One may not even have an idea of how to respond, or, the client may put across glaring mistakes that may cause embarrassment or uneasiness. Such emotions should not be expressed to the customers, since they only serve to erode their confidence. It is advisable to listen keenly so as to avoid ambush, and, when the facts are not available, one should not shy away from reassuring the client that the issue will be responded to as soonest possible.

5. Why is it important to plan your feedback meeting with your client?
When planning a feedback meeting, it is always good to plan. This should include considering the most appropriate date and time when it is also convenient for the client. The venue of the meeting should also be considered, so that it is conducive for the client, and, with minimum distractions. Proper planning helps to avoid ambiguity and to maximize the short-timer the client is available, to collect as much information as possible.



Read More