Thanks to Tom Borg for his great ideas. You can reach Tom at www.TomBorgConsulting.com
Next time you find yourself listening to a complaint, remember these 4 R’s:
Respect, Rapport, Relate, Resolve
These tips will help you with stress reduction during those tough times with customers. It will also resolve conflict and interpersonal issues.
- Respect- “I care.”
Use their name
- Rapport -“I am on your side.”
Apologize and give them results
- Relate – “I understand your problem.”
Thank them for bringing it to your attention
- Resolve – “I will find an answer.”
You can use this tip during your training on assertive communication as a listening skills exercise.
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Feel free to share these tips with your team – Just be sure to give Tom Borg credit when you share or publish.
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