How To Handle Customers Who Talk Over You
Have you ever had a conversation with someone who talks over you or constantly interrupts? It can be extremely frustrating in either a work or social setting! Customers may talk over you for a variety of reasons including excitement or enthusiasm leading for them to interrupt or speak before you finish, impatience or urgency, lack of active listening, or even wanting to establish control of the conversation.
Everyone has a different communication style and some customers may not be aware of the impact of talking over someone or may have difficulty recognising social cues. They might even not realise they are interrupting or that it can hinder effective communication. In any case, if you ever find yourself getting frustrated, the following techniques can be useful.
Remain calm and in control
Be mindful of your own emotional state and reactions. Recognise that being calm and composed is essential for effective communication and problem-solving. If you feel yourself getting frustrated or angry, remember to breathe. Avoid the amygdala hijack by taking slow, deep breaths to calm your nervous system and bring yourself back to centre.
Set expectations
If you have the opportunity, at the beginning of the conversation, set clear expectations with the customer. In a polite and respectful way, explain it is important that both parties have a chance to speak and to be heard. You may also like to request their cooperation in taking turns to ensure a productive conversation.
Demonstrate active listening and show empathy
Despite the interruptions, make an effort to actively listen to the customer and empathise with their concerns. Once the customer has finished speaking, summarise the key issues to confirm understanding and to show you have been listening. This will help in confirming mutual understanding and brings the focus back to the issue at hand.
Use assertive communication
Use assertive communication techniques to regain control of the conversation. Speak in a confident and clear tone, and politely assert that you would like to provide the necessary information or address their concerns. If the customer interrupts you, pause briefly, and then politely interject. Say something like, "I can understand your point, and would appreciate it if you could allow me to provide some information that might help resolve the issue." By calmly intervening, you redirect the conversation back to a balanced exchange.
Involve a different voice
If the customer continues to talk over you despite your best efforts, consider involving a colleague or manager. They can provide an additional voice of authority or expertise to help manage the conversation. Sometimes a different perspective may help the situation.
Dealing with a customer who consistently talks over you can be a challenging aspect of customer service. It requires a combination of patience, assertiveness, active listening, and maintaining composure.
