COMMUNICATION-INFLUENCE1 MIN READ
Navigating a Tough Customer Call
Use the GROW model to navigate customer interactions effectively.
Navigating a Tough Customer Call SCENARIO · HANDLING OBJECTIONS Alex is preparing to handle a difficult customer complaint during a call. The situation 0:00 The exchange 0:03 The takeaway 0:31 Jamie What’s your goal for this customer call with the tough situation? 0:07 Alex I want to resolve their issues and keep them as a client. 0:11 What’s the reality of the situation right now? 0:14 They are frustrated, and I feel nervous about it.
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