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Defensive Responses That Tell Customers They Don’t Matter #CX #PeopleSkills

Defensive Reactions: Image is a large branch with thorns.

These defensive responses to customers tell them they don’t matter! Stop saying them. Kate Nasser, The People Skills Coach™ , Author of Leading Morale. Service excellence, leadership, teamwork.

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How To Handle Irate or Angry Customers, Would You Want This?

There are customer service training programs out there teaching how to handle an irate or angry customer and giving horrible advice. Do you want your CSRs and technical support reps saying this? Would you want it said to you when you are angry or irate?