Tough conversations are generally difficult to initiate and respond to. Whether they occur in personal or professional life, we are hard-wired to act, react and emotionally invest -- and that ...

Dealing with difficult customers is an inevitable part of running a business. However, learning how to handle challenging interactions with professionalism and empathy can turn potential conflicts ...

Use these customer service phrases to respond to difficult people. Let's learn from the professionals, shall we? Not only are customer service reps trained to handle complaints and disgruntled ...

Facebook X Reddit Email Save. The world has changed dramatically in the near quarter of a century since the first edition of “Difficult Conversations: How to Discuss What Matters Most” appeared.

The Gist. CX transformation. Uncomfortable conversations can be catalysts for driving customer experience (CX) transformations.; Engagement strategies. The 4A approach (Acknowledge, Assess, Act ...

Another customer, the COO of Empire BlueCross BlueShield, was also in the salon at the time and had observed what had happened, complimented Pierre on how he handled the situation and asked for ...

Learn how to build winning relationships, provide the right assistance at the right times, and effectively handle angry customers. He also shares ways to find out what your customers really think ...

I experienced two recent customer service moments that will serve as exemplars for today’s column. The eye examination experience started with my mistake of thinking the appointment started at ...

This article addresses why difficult conversations are especially challenging in the legal environment, the value of having them, and offers a framework with a few extremely valuable tools for ...

Tough conversations are generally difficult to initiate and respond to. Whether they occur in personal or professional life, we are hard-wired to act, react and emotionally invest -- and that ...