Category Archives: Customer Service

Diffuse Conflict with Conversational Martial Arts

The Japanese say: “Once you lose your temper, you’ve invariably lost [the conflict].”Recall a lousy customer service experience.  You felt disrespected and powerless.  Maybe you responded by walking away in disgust or slamming down the phone vowing never to buy from that merchant again. But you lost your cool without resolving the matter and that still nags at you.   Plus… Read more »

Add More Profit to Every Sale

Has a client ever asked you for a discount without a reason? What a pickle. Do you: 1) give in and feel taken advantage of; or 2) refuse and risk losing the client? The other day I was at the service station D & S Auto where I took my car in for a $40 oil change. I asked Denny, the owner for a… Read more »

A Better Way to Calm an Irate Customer

In a previous article I discussed four steps to placate an angry customer and suggested you can satisfy them by offering something of value as a concession – a discounted upsell, for instance.  But there’s a far more direct and often overlooked way to ferret out exactly what will placate an aggrieved party

4 Steps to Calm an Irate Customer

Do you remember the last time you became fed up with a store or hospitality clerk?  If they blamed you or disrespected you, it inflamed the situation. If he or his establishment made decisions without informing you or allowing you to intervene, that may have frustrated you even more. What would have calmed you down? If you felt that the clerk… Read more »

Add More Profit to Your Sales