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26 августа 2017 г., 17:12
If it was someone else who... «Winning With the Customer from Hell: A Survival Guide (Winning With the . . . from Hell)»
If it was someone else who make a mistake, then accept responsibility on behalf of the company, but don't point your finger at the other serviceperson. In other words, don't say: "Yes, you are right. Sheila really messed up this time". Now is the time for the royal "we". "Yes, you are right. We sure messed up this time". If the customer perceives you to be passing off blame to someone else, you will lose credibility instantly.
