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...me to make it known is notduring a rage. Use ‘I' Instead of ‘You' Fight Star...

... There are a few areas on this form that we need to complete." If the customer did something wrong, point out the mistake indirectly. They will often be embarrassed at their mistake, get angry because of this embarrassment, and try to blame you. Avoid sarcastic, blaming, or condescending statements. Even if the customer is wrong, the time to make it known is notduring a rage. Use I' Instead of You' Fight Starter: "You're wrong." Communication Helper: "I can see there's been a miscommunication (or misunderstanding) ." Fight Starter: "You're confusing me." Communication Helper: "I'm confused." Don't blame the customer. When explaining what went wrong, use either the indirect approach or "I " statements as much as ... expressing anger. If you do, the customer might feel that you're not taking them seriously. Body Posture. Do you tend to loll or slouch at your workstation? Show that you're attentive to your customer by standing and sitting up straight. When you loll or slouch, you might seem inattentive or disinterested. Maintain a nonthreatening, open body posture. Stand far enough away to give the customer room; crowding them might increase their irritation. Movement. Upset customers want to see you respond to their needs speedily. This doesn't mean you have to sprint to help, but don't mosey, either. Gestures. Do you stand or sit with your arms crossed? Do you hold your head up with your hands? The most common interpretation of the arms-crossed gesture is that the person is closed ...

... There are a few areas on this form that we need to complete." If the customer did something wrong, point out the mistake indirectly. They will often be embarrassed at their mistake, get angry because of this embarrassment, and try to blame you. Avoid sarcastic, blaming, or condescending statements. Even if the customer is wrong, the time to make it known is notduring a rage. Use I' Instead of You' Fight Starter: "You're wrong." Communication Helper: "I can see there's been a miscommunication (or misunderstanding) ." Fight Starter: "You're confusing me." Communication Helper: "I'm confused." Don't blame the customer. When explaining what went wrong, use either the indirect approach or "I " statements as much as ... expressing anger. If you do, the customer might feel that you're not taking them seriously. Body Posture. Do you tend to loll or slouch at your workstation? Show that you're attentive to your customer by standing and sitting up straight. When you loll or slouch, you might seem inattentive or disinterested. Maintain a nonthreatening, open body posture. Stand far enough away to give the customer room; crowding them might increase their irritation. Movement. Upset customers want to see you respond to their needs speedily. This doesn't mean you have to sprint to help, but don't mosey, either. Gestures. Do you stand or sit with your arms crossed? Do you hold your head up with your hands? The most common interpretation of the arms-crossed gesture is that the person is closed ...

... find increasing favor as databases refine themselves and enable communicators to achieve near-perfect pinpointing. (I'm using sound familiar' instead of seem familiar, ' because even though letters don't usually talk, sound' is closer to actual conversation than the dreamier seem.) A highly targeted letter selling a newsletter subscription begins, after the usual display type at the top of the page: Dear Network Administrator: C-R-A-S-H Panic rages. Confusion reigns. Voices scream: The network's down! ' Sound familiar? Network Administrators like yourself face this nightmare every day. You're the one they turn to when.. Yeah, whoever sent this might have handwritten the C-R-A-S-H' and cleaned up that muddy they' reference; but what terrific guts this opening has. Now, suppose I'm not a Network Administrator and I get this letter ... you be interested? Opinion: Borderline. The thought is a mild cliche, and eliminating any one element would make it stronger: If I could show you a way to generate higher income while reducing your marketing costs . . . would you be interested? ' I eliminated increase your sales potential' because it's the most generalized of the three components: as long as we were in the operating room I also de-capitalized marketing. And I changed first-person plural to first-person singular because, although you can't see it, the letter is signed by the company president. Keep up the silent three-word scream as you write a letter opening: Relevance and specificity! ' Your response doesn't have any choice-it has to go up. 53. Let's face it. I admit, I don't like this opening. It ...