A Complaint Is a Gift, 3rd Edition, 3rd Edition

CHAPTER EIGHT

Developing Mental Fortitude

Any person who deals with demanding customers isn’t entirely helpless. Multiple techniques that influence the communication exchange positively can be learned. I’ve used dozens of them myself. You can find thousands of techniques that will have an impact and, if learned well, can work in almost every possible type of confrontation with a customer. The challenge is learning them and then deciding when you are in the heat of an attack to apply them before your emotions take over and you revert to mirroring customers’ negativity back to them. Most techniques are easier to use if you understand and focus ...