Use Contrasting to rebuild safety during tough conversations with customers.
Handling Customer Concerns SCENARIO · CUSTOMER FEEDBACK Jenna receives a frustrated customer call about a recent order mix-up. The situation 0:00 The exchange 0:03 The takeaway 0:27 Jenna Marco, I want to clarify that I’m not dismissing your concerns. 0:07 Marco It sure feels like you are, Jenna. 0:10 I absolutely understand why you're upset, and I want to help you. 0:14 Okay, but this is really frustrating.
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