Episode 36 - Why you need to be a Persuasion Expert in CX w Jeff
Waiting for Service
English - September 20, 2018 17:23 - 16 minutes - 15.3 MB - ★★★★★ - 19 ratingsManagement Business business callcenter contactcenter customerexperience customerservice Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed
Previous Episode: Episode 35 - Why we need to rethink QA
Why is persuasion in such a high demand from a business perspective?
Jeff says that we all live or die based on our ability to persuade. That's a bold statement!
If you think about Customer Service, the vast majority of interactions start with the premises that something has gone wrong, which is why customers call. How the Support Agents should deliver the news that the solution the customer is calling for won't be delivered today? How to say "no" to a customer or deliver bad news?