Every customer-facing professional wants to successfully resolve challenging customer situations. However, with the infinite challenges that come with working with customers, the last thing that a rep wants to do is to make the situation worse.
In this video, I tell you about 5 common mistakes that frontline reps make when dealing with difficult customers and what you should do instead.
00:00 - Introduction
01:24 - #1: Not Managing Your Inner Caveperson
03:02 - #2: Using Counterproductive Words and Phrases
04:20 - #3: Focusing on the Issue, Not the Feelings
05:33 - #4: Accepting Limitations
06:54 - #5: Not Minimizing Service Triggers in the Customer’s Journey
07:59 - The 7 Service Triggers
08:55 - Conclusion
Sources can be found in:
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