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 its not a professional one.
“As soon as you start taking it personally, youll mishandle the situation,” says customer service trainer Joan Fox. “You can say things youll wish you hadnt, 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.