Don’t minimize how your employees feel
- if an employee tells you about an upsetting interaction with a customer, avoid minimizing their feelings by calling it “a little annoying” or “part of the job.”
- Much better is to reflect your employee’s emotions back to them, saying something like “I understand that you’re upset this happened, and rightfully so—no one should be allowed to take their emotions out on you like that."
- And then go a step further: "Here’s what I’m going to do to prevent this from happening again.”
- Underestimating someone’s feelings tends to be far costlier than overestimating them.
3
14 reads
CURATED FROM
Why “the customer is always right” is bad for business - and what you should do instead
linkedin.com
5 ideas
·65 reads
IDEAS CURATED BY
serving customers should not be at the cost of losing your top talent...
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