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Defusing Tactic # 16: Use Of We
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Written by Robert Bacal
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Something you want to do is give the impression that you are working WITH the client, not against them. You may find that replacing the words "you" and "I" with WE can give the impression you are on the same side as the client. Read about some basic rules for the use of we. Be careful not to use We in a conversation. Pick your spots so the use of We makes sense. For example, it is nonsensical to say to someone "well, Sir, we need to fill out our forms before they can be processed". This sounds patronizing, and sounds like we are speaking to a child. But if a customer calls, or comes in complaining that you have incorrect information about them, it may be appropriate to say: "I guess we'd better take a look at that" or "Let's see what we can do about that".
This is an excerpt from the Defusing Hostile Customers Workbook. For more detailed help on defusing customer hostility, click here. |
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Customer Service 
