Curiosity is the key to great listening skills that improve customer experience. When you’re truly curious about your customer’s opinions, expectations and requests, you’ll find the customer to be more pleasant, interesting and fulfilling to you as well. Get Over Me-Focused Listening! It’s easy to tell yourself you’re listening when in reality you’re focused on yourself. Whenever [...] Read More…
Tag Archives: customer complaints
4 Tips for Dealing With Difficult Customers 3 / 20 / 09
CLICK HERE FOR PODCAST VERSION (5:07) Are some customers just difficult people? Is there such a thing as a difficult person, anyway? Not really. The accurate viewpoint is it’s a difficult situation or a difficult interaction — not a difficult person per se. Why do difficult situations or interactions occur? Quite [...] Read More…
Customer Complaints: Sour or Sweet? 3 / 13 / 09
CLICK HERE FOR PODCAST VERSION (3:28) Negative customer feedback is a lot like biting into a lemon — the bitterness is hard to love — unless you give the lemon a good squeeze and some sugar, and transform it into refreshing and healthy lemonade. You’re only as strong as your weakest link, so those lemons [...] Read More…