2207: Angry Customers? Don't Flip - Do This by Christine Comaford on Handling Customer...
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Episode 2207:
Christine Comaford explains why a customer complaint is really a signal of unmet needs, and why defending yourself gets in the way of solving it. She shares two rapport tools, staying in inquiry mode and mirroring, that help you understand the customer's map of reality. The result is a calmer, more productive way to turn complaints into business growth.
Read along with the original article(s) here: https://smarttribesinstitute.com/angry-customers-dont-flip/ (https://smarttribesinstitute.com/angry-customers-dont-flip/)
Quotes to ponder:
"What if we choose instead to really listen?"
"The customer also feels heard, which goes a long way to repairing any damage caused by a mistake."
"When we mirror another person, we help them to feel safe and they are more likely to communicate openly with us."
Optimal Work Daily is a daily career advice podcast where we narrate the best articles on productivity, entrepreneurship, and work-life balance, read to you by a professional narrator so you can grow your career a little more every day.
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