CHAPTER 1
Understanding the“Uh-Oh” Moment
I AM STANDING IN FRONT of hundreds of people, microphone in hand, on the stage of an auditorium. I ask the audience a simple question, one of many I will ask that morning. But this is the only one that instantly causes nearly every single one of hundreds of hands to shoot into the air:
“Have you ever had a customer situation that went really, really wrong?”
When you scratch the surface of any group of people who work with the public, you will hear a truly amazing litany of war stories. Physical and verbal intimidation. Outrageous demands. Letters telling your boss how horrible you are. Threats of lawsuits. Or perhaps the thing many of us fear the most: devastating consequences for a customer that were ...
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