Tips & Co. #238 - Use calming and focusing techniques

If customers get angry or start yelling, employ calming techniques to defuse the situation. Keeping your tone of voice even can compel someone who's screaming to lower their voice.

When customers go off on tangents or are indecisive, bring them back to the issue at hand by asking pertinent questions.

Knowing how to identify and handle difficult consumers can help you turn a negative situation into an opportunity to build a stronger relationship.

Trucs & Astuces #239 - 2 étapes lorsque vous vous ...
Trucs & Astuces #238 - Utiliser des techniques apa...

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