CHAPTER 9
Beyond Words
If you understand the underlying mechanisms contributing to complaint-handling success, you will begin to see complaint handling as a puzzle. Just as every puzzle is different, every complaint is different. Some are easy, and others are complicated and not readily put together.
Remember, a message is being exchanged between you and your customer. Reading body language is a good skill to develop because sometimes the body says one thing and the words say another. When this happens, you need to pay close attention to body language.
Generally, body language speaks that person’s truth. As a result, we need to pay careful attention ...
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