CALMING THE UPSET CUSTOMER
When the phone rings, these are our two biggest fears:
It’s important to note that the customer is not mad at you . The customer is upset about the situation. Please focus on the problem, not the person. Do not take the call personally, no matter how loud they are. You may think, “Easy for you to say, Dave.” At no time should you ever take abuse on the phone. If it gets too hot, simply ask the customer, “Are you mad at me?” or “I get the feeling you’re mad at me. Is that the case?” Use this as a trigger to lower the temperature of the client or, in some cases, to remind them to tone it down.
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What if they’re mad at me?
2. What if they ask a question that I don’t know the answer to?
The Volcano Theory is about turning an upset customer into a raving fan. It deals with the biggest fears people, including myself, have when answering the phone at a business.
You remember the drill, right? A dog was dropped off and the client was mad because Dr. Tester wasn’t on hand. I thought I was in trouble with my dad and assumed the customer was upset at me for not making their wishes happen, but that wasn’t the case at all. My dad was upset at the client for dressing me down, and the client was just worried about his dog. The reason I call this the Volcano Theory is that some folks erupt like a volcano when they’re mad. However, it’s essential to remember that a volcanic eruption eventually starts to cool off.
The bottom line is that you should not be fearful of upset customers.
For a free copy of the Volcano script, email Dave at TesterBroadcast@gmail.com or go to GoDaveTester.com/freestuff and ask for “Chapter 5: The Volcano Theory.”
GG Gretchen’s Kitchen (My mom’s secret recipes)
*Not Final Cover
Take a
Apple Scotch Cookies
BREAK
Ingredients
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1 tsp cinnamon 1/2 tsp cloves 1/2 tsp nutmeg
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1 1/4 cups brown sugar, firmly packed 1/2 cup soft butter or margarine
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1 1/2 cups apples, chopped 1 cup seedless raisins 1 cup walnuts, chopped (optional)
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2 eggs
1/4 cup milk
2 cups all-purpose flour, sifted 1 tsp baking powder
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1 (6 oz.) package butterscotch pieces
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1/2 tsp salt
Directions 1. Cream together brown sugar and butter. Add eggs and milk; beat well. 2. Mix and sift flour, baking powder, salt and spices; stir into creamed mixture. 3. Stir in apples, raisins, walnuts, and butterscotch pieces. Drop by tablespoons on well-greased baking sheets. 4. Bake at 400 degrees for 10-12 minutes. 5. Remove from baking sheets immediately; cool on racks. Makes about 4 dozen cookies.
Corner Post MINISTRY
If you would like to listen to Dave’s spiritual podcast, visit CornerPostMinistry.com
“Do not be anxious about anything, but in every situation, by prayer and petition, with thanksgiving, present your requests to God. And the peace of God, which transcends all understanding, will guard your hearts and your minds in Christ Jesus. ” Philippians 4:6-7
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