‘How to Deal With a Difficult Customer-Service Conversation’ – ‘Entrepreneur’ Blog
Norine Toomey says, “Tough conversations are generally difficult to initiate and respond to. Whether they occur in personal or professional life, we are hard-wired to act, react and emotionally invest — and that makes it difficult to know how to resolve conflict. As a result, many people, especially younger or less experienced individuals, struggle here.
Those working in any profession will experience their share of difficult conversations. Whether a customer’s cable service is not running properly, a new tablet is on the fritz or someone was overcharged on her healthcare bill, things simply come up. They also occur on a daily basis at work as managers and peers mentor, correct or bring tough news to others.
Regardless of the context, when these types of things happen a live conversation is the most direct way to address the issue. In many instances, this is done over the phone, and some of these people wind up calling our company DialAmerica“.
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