We’ve all felt beaten up by a customer.
It’s part of the job. A customer is angry, maybe even unfair. Intellectually, we know they’re complaining about the product, the problem, or the situation.
The attack still feels personal.
Years of pithy advice tells us to “not take it personally.” That’s an instinctive impossibility. We’re wired to take it personally.
What happens next is interesting. Read more of customer service expert Jeff Toister’s article here: http://us8.campaign-archive2.com/?e=19c9d795c1&u=5807a192a714bb01025f1d318&id=9f93d3c84e.
– submitted by Carmen Gass, User Training Services