HYUNDAI GLOVIS WEBZINE
HYUNDAI GLOVIS WEBZINE

When You’re In Conflicts With Others, Use “Yes! If”



When You’re In Conflicts With Others, Use “Yes! If”

It is difficult enough when you have conflicting opinions with your colleagues at work,
but it is especially difficult when it happens with a customer.
How should you respond when a customer makes a request that is impossible to meet,
or that leads to negative outcomes? Let’s communicate wisely with “Yes! If.”
Article. Editor’s Office/ Cartoon by Lee Su-Jung

How to get a customer to agree with you


When a customer makes an unreasonable or impossible request, and insists on his/her way when you suggest another solution, and you contradict him or her strongly, or say nothing, what would happen? The customer will be displeased. Customers do this sometimes not to pressure the other party, but often it happens because they are in a different position, or they cannot foresee the results. If you cannot accept their request, use a persuasive way of speech that still respects the customer’s opinion.

“Yes! If” is a good way of responding. First, agree with the other person and accept his/her opinion. Then carefully give an opinion about problems that can follow. For example, when a customer asks you to meet a tight schedule, tell him/her “I will try my best to meet the schedule. However, if we work on this tight schedule, the result may not be as satisfying as expected.” What you need to be cautious about is that communication is about attitude, and you need to show that you really want to follow their opinion, but you also want to share the problem beforehand. If you sound like you are threatening or giving up on the customer, it may have an adverse effect.

A more extended response to an impossible situation would be to ask for help from a department that can mediate the problem or to a senior who can help, rather than trying to resolve the problem on your own. This must be an effort to resolve the issue, and not a shift of responsibility.




GLOVIS CS Cartoon


* The cartoon shows you how to use “Yes! If” speech. Think about a good way of talking that should be in the balloon.


2021.08.01

It is difficult enough when you have conflicting opinions with your colleagues at work,
but it is especially difficult when it happens with a customer.
How should you respond when a customer makes a request that is impossible to meet,
or that leads to negative outcomes? Let’s communicate wisely with “Yes! If.”
Article. Editor’s Office/ Cartoon by Lee Su-Jung

How to get a customer to agree with you

When a customer makes an unreasonable or impossible request, and insists on his/her way when you suggest another solution, and you contradict him or her strongly, or say nothing, what would happen? The customer will be displeased. Customers do this sometimes not to pressure the other party, but often it happens because they are in a different position, or they cannot foresee the results. If you cannot accept their request, use a persuasive way of speech that still respects the customer’s opinion.

“Yes! If” is a good way of responding. First, agree with the other person and accept his/her opinion. Then carefully give an opinion about problems that can follow. For example, when a customer asks you to meet a tight schedule, tell him/her “I will try my best to meet the schedule. However, if we work on this tight schedule, the result may not be as satisfying as expected.” What you need to be cautious about is that communication is about attitude, and you need to show that you really want to follow their opinion, but you also want to share the problem beforehand. If you sound like you are threatening or giving up on the customer, it may have an adverse effect.

A more extended response to an impossible situation would be to ask for help from a department that can mediate the problem or to a senior who can help, rather than trying to resolve the problem on your own. This must be an effort to resolve the issue, and not a shift of responsibility.

GLOVIS CS Cartoon

* The cartoon shows you how to use “Yes! If” speech. Think about a good way of talking that should be in the balloon.