Don't Let Customers Make You a Vampire, Top Speaker Warns |
I was conducting one of my Customer Service Seminars last week in Florida, when an interesting discussion began after I asked:
"How do you feel when the first call you handle in the morning is filled with conflict?"
Instantly, a very experienced rep blurted out: "It's going to be a BAD DAY!"
Others endorsed this sentiment, without hesitation.
It's only natural to infer that "They must be angry today!" if we've been greeted with hostility, right out of the gate. And if two or more angry customers gang up on us, it can feel devastating.
But what we're succumbing to is bad logic and debilitating self-hypnosis.
By generalizing that other tough customers are waiting in the wings, just panting at the chance to jump on us, we can end up creating a self-fulfilling prophesy as damaging as succumbing to Dracula's bite, says Dr. Gary S. Goodman, President of Customersatisfaction.com, best-selling author, media spokesman, and internationally vaunted speaker.
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