Digging in your heels


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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?

Republished with author's permission from original post.

Micah Solomon
Micah Solomon is a customer service consultant and trainer who works with companies to transform their level of customer service and customer experience. The author of five books, his expertise has been featured in Forbes, Fast Company, NBC and ABC television programming, and elsewhere. "Micah Solomon conveys an up-to-the minute and deeply practical take on customer service, business success, and the twin importance of people and technology." –Steve Wozniak, Apple co-founder.


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