If you are in customer service at any level then you probably have experienced a customer being upset with you, another employee, or your company in general. We’ve all gotten that self-defensive tightness, that ‘fight’ part of our brains that gears up for an argument, even if you do restrain yourself. ‘Hey, it’s not my fault’ (whatever ‘it’ may be) or ‘You’re wrong’ may be a couple responses, although in the heat of the moment those responses probably run a lot more colorful in one’s mind.
But in the spirit of getting actual results, many times it’s most beneficial to have the complete opposite approach to the person at the counter or on the other end of the phone line. Taking ownership of the situation can actually save you time and keep cooler heads all the way around.
I’m suggesting that you say you’re sorry.
I know, I know. You’re…
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