How To Deal With ANGRY Customer Service

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About The Black Swan Group
Founded and led by former lead FBI hostage negotiator, Chris Voss, the Black Swan Group has 10+ years of experience working with companies and individuals on taking their negotiation skills to the next level. Chris’ book, Never Split the Difference, is a Wall Street Journal bestseller and has sold over 2 million copies worldwide. Our expert team of coaches discuss everything from silence techniques to influential empathy.

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Thanks for watching!

[WeAreAllOneNature]

''I appreciate how generous you've been with me so far.''
''I know that there's a positive emotion in there, and that if I hit that target and dial it up [= result].''

[JoeyAustin-oe]

“Thanks for making time with me today” success rate : 100%

[Makeenosman]

I worked retail
Pharmacy for almost 10 years and saw managers hand out $20 gift cards to the worst and rudest customers and the nice and kind ones got pushed and screwed over 😢

[SarahJohnson-bvsh]

If my vibe is I'm happy to be speaking with you then the conversation usually goes well. Even if I'm still frustrated with the situation. This does not feel like being manipulative, but more like treating the other person like a real person and it's a win/ win.

[AndrewCottingham-cg]

It’s crazy cause this is nothing new. “You get more bees with honey” and “love your enemy” are very old ideas. But man we love feeling justified in our anger and so often you see people respond- not with grace or sympathy for the other, but resentment and indignation

[LisetteOlds]

It's sounds like a type of manipulation, but it's ultimately being empathetic and treating people as you would like to be treated. It's not that hard!

[ramboi]

This guy has more experiences on the phone

[edkelly]

I tried this Monday.... My auto insurance. Got know where.. in end told her go bathroom take shit & wipe her ass.. TODAY 48 hrs later supervisor called... yeah 48 hrs later
CORP IS ASSHOLES ...period..
I did amend for my runes at end..

[theresaribaudo]

Thats bc most people want their but kissed instead of doing the job properly