CHAPTER 10
The Wrap-Up
ALL THINGS MUST COME TO AN END, including difficult customer transactions. And the way you end these situations is often very important. If everyone is all smiles at the end of a tough customer situation, it may not matter how hard they fought with you. By contrast, a bad ending can lead to hard feelings, further complaints, or even the whole nightmare starting all over again.
Wrapping up with difficult customers involves specific skills that leave them feeling better and prepared to move on or take the next steps. In this chapter, we focus on three techniques you can use to bring heated situations to a successful end: using a “verbal receipt” to summarize the transaction, normalizing the situation, and reaffirming the ...
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