This is the ability to move on and put anything negative that happened in the most recent interaction with a customer behind you – especially if it was negative or contentious. It’s the third one, resilience, that I want to cover today. Resilience, which is what’s needed to put the problem you just handled behind you and move to the next situation with a clear and open mind. They don’t understand me.” How many customers come back to a business that doesn’t understand them? (That’s a rhetorical question.) If you miscommunicate with customers, that could lead to them saying something like, “I don’t like doing business with them.
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