Overview
-
Learn how to put a positive slant on a negative situation, and leave your customers feeling heard and valued.
Syllabus
-
Introduction
- Why telling a customer what you can do is important
- Be positive with customers, not provoking
- Pacing your customers
- Ask your customers "what else?"
- Use partnership language with customers
- When you can't give the customer what they want
- Positively prime customers
- Words and phrases to avoid and choosing better options
- Positioning controversial policies
- Issues with billing or customer rewards
- Politely distancing from hot topics
- Start, stop, continue exercise
