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Communicating with Clarity and Impact
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Defusing angry Customers

1-Empathize
Show acceptance not necessarily agreement for what the customer said or experienced.

2-Apologize
Express sincere personal regret for the bad experience. If appropriate apologize on behalf of the organization without blaming anyone

3-Appreciate
Show appreciation for customer feedback or actions that help you understand and resolve the situation.

 

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Frontline Retail Selling Skills (Click to read more)

 Many retail employees believe that selling products and services prevents them from delivering quality customer service. However, when retail employees focus on how their customers feel

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4-Assure
Let the customer know you are ready and willing to help and will personally follow through

5-Confirm
Check your understanding of what the customer said or what actually happened.

6-Selectively Agree
Agree with at least one thing the customer said.

7-Set Limits
Make statements that let the customer know that certain words or behaviors are beyond the limits of cooperative or productive business conversation (always use positive supportive tone of voice)


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One of the most common questions asked about coaching is “What process should I follow?” There is no single answer to that, however if it is assumed that coaching is largely a structured interaction ...

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Coaching: Coaching is strategically guiding someone into improved performance through reflection on how they apply a specific skill and/or knowledge. Coaching is about developing individuals beyond ...

2012-10-20 00:59:31

Giving Negative Feedback

When we have to give feedback to someone that we think they might find difficult or painful to hear there are certain questions that maybe helpful for us to make sure we find answers for first ...

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2012-11-17 12:48:17

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