One of the great destroyers of company value is the digging-in-your-heels phenomenon.
Your poorly hired and poorly trained staff member is confronted by a customer who wants an exception, an accommodation–something that requires a break from your company’s ordinary procedures.
Instead of seeing this as a chance to take the customer’s side for the sake of both the customer and your company’s survival, the opposite happens: The better the arguments of the customer, the more entrenched your representative becomes, the more invested in “winning.”
Leaders know you don’t win an argument with a customer. But have you gotten this across to your people?From Micah Solomon – author, keynote speaker, consultant on customer service excellence, sales, branding, and transforming company cultures in our socially connected world.
See Micah in action — including video and free resources — at http://www.micahsolomon.com. Or, click here for your own free chapter of Micah Solomon’s customer service bestseller,” Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization.”