Any Random Listener Will Do. I have come to believe the success of handling an irate person or complaining customer is to realize that any random listener will do. In the past we have run seminars for customer service personnel. I remember, specifically, a woman who worked for the airlines. She expressed that she wanted […]
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Years ago I used to lecture on Closing Techniques. However, when I worked with people who had substantial technical skills ( engineers, scientists, supervisors, service technicians), I soon began to realize that expressions like Closing Techniques could well be a turnoff. On the other hand, when I used expressions like Obtaining Commitment, the participants in […]