S1 EP 05: Forget What You Thought You Knew About Customer Service w/ Richard S. Gallagher
When something goes wrong and you're faced with an unhappy customer, what do you do? More often than not, we explain why the situation happened, or tell them we understand that they're unhappy, or worse...we defend our actions and tell them that they're wrong. And how does that usually turn out? What about being polite and professional? That usually helps diffuse the situation, doesn't it? As it turns out, politely proving that you're right and the customer is wrong doesn't make him feel ...