Tag Archives: Difficult Conversations

What to do when your customers become offensive

Posted on August 14, 2012 by

Customers sometimes make inappropriate jokes, sexual innuendos, racist remarks or other discriminatory comments. Address the offensive remarks—without becoming offensive yourself—by following the RESCUE process, presented in the First-Rate Customer Service Training Kit … Continue reading →

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Master valuable negotiation techniques

Posted on July 20, 2012 by

Influence and authority aren’t automatically granted with promotions and pay raises. You have to earn the respect of your team and your boss before they will trust and buy in to your ideas. Fortunately, there are negotiation techniques that you can use to speed the buy-in process. Follow these tips to gain your team’s and supervisor’s trust and respect … Continue reading →

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5 steps to pleasing difficult, demanding customers

Posted on July 16, 2012 by

Trying to satisfy difficult and demanding customers can take a toll on everyone. But if you satisfy them quickly, you can save everyone some anxiety and build customer loyalty. Here are five steps to help you quickly satisfy difficult and demanding customers … Continue reading →

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