Plus, how to tell someone they’ve overstayed their welcome.
| OCTOBER 12, 2022 • VOL. 20 ISSUE 41 | | | Hi John,
Today you’ll find tips for handling Crucial Conversations with customers, plus how to tell someone they’ve overstayed their welcome.
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| | CRUCIAL CONVERSATIONS FOR MASTERING DIALOGUE
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| | CRUCIAL CONVERSATIONS IN CUSTOMER SERVICE
| | by Brittney Maxfield
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| | I work in the agricultural industry as a sales rep. Sometimes I must go out to a customer when a product has not met their expectations. I just started reading Crucial Conversations, and I also have Crucial Confrontations. Any areas I should focus on to better handle these situations? So far I have read about how to have difficult conversations with employees or peers, but not much on customer issues.
Signed,
The Messenger
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| | | | Customer service is an interesting application of Crucial Conversations. To your point, these skills work beautifully when talking with employees or peers, but do they work with customers? More importantly, do they work with disgruntled customers who are less than pleased with your product or service?
In short, the answer is yes. These skills are necessary and effective any time you face differing opinions, high stakes, or strong emotions—common conditions in customer service.
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| | | | | | HOW TO TELL SOMEONE THEY'VE OVERSTAYED THEIR WELCOME | | So you gave someone an inch, and they took a mile? Learn what you can do when it appears someone is taking advantage of your good will. |
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| | | | | HOW TO NOT BRING YOUR WORK HOME WITH YOU | | Find yourself thinking about work or other matters when you’re with the people you love? Try these tips to be more present and attentive when it matters most. |
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| | | | | | NOV 15–17 | | The Power of Habit™
| | Join us live online and learn how to: Identify the habits holding you back. Uncover the hidden factors that influence your habits. Acquire new skills and learn new behaviors quickly and efficiently. Turn self-mastery into a lifelong habit. | | | |
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| | | | | | Motivation is a fire from within. If someone else tries to light that fire under you, chances are it will burn very briefly. | | | | | |
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