When you or a team member face a challenging customer complaint, often times, that complaint is more about validating the customer’s emotions than the actual problem. Angry customers need you to acknowledge that they’ve been wronged, and they want your attention right away.
Use our ASAP technique to effectively diffuse and handle upset, angry, irate customers:
Do you know what the number one skill in sales and service is?
I gave you a hint in the title. Listening skills.
Doesn’t everyone know how to LISTEN? Sort of. Most of us ‘hear’ just fine but truly listening requires more effort? Are there any methods, tricks, ideas, tips or techniques to make us better listeners?
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There are many, many ways to sabotage your business. And, chances are, your staff is doing some of these now on the phone and in person. And worse yet, you’ve probably even heard some of this yourself (ouch!). That’s the bad news
The good news is we’re able to bring to you the top five sabotage practices and then show you how to neutralize the effects.