Have you ever been provoked into letting your emotions loose on a customer? Getting defensive may be an automatic, human reaction to a caller who pushes your buttons, but it’s not a professional one.
“As soon as you start taking it personally, you’ll mishandle the situation,” says customer service trainer Joan Fox. “You can say things you’ll wish you hadn’t, which will make things worse.”
Fox suggests keeping the QTIP principle in mind (even if you have to carry one in your pocket as a reminder):
More practical tips, techniques, and a self-quiz appear in the January issue of Customer Communicator newsletter.