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Defusing Tactic # 24 - The TOPIC-GRAB |
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Written by Robert Bacal
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Monday, 01 March 2004 |
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Learn how to apply Tactic # 24 ? The TOPIC-GRAB in order to gain and maintain control over hostile interactions
The TOPIC-GRAB is deisgned to exert some control over the interaction. Based on the self-defense principle that suggests you use the momentum of the attacker for your own benefit, the TOPIC-GRAB is unexpected and surprising to the hostile person. It involves taking something that the individual has said during their tirade, and commenting on it or asking a question. .......chose a topic that is not directly related to the complaint, but has been brought up by the client. The more the client is interested in the topic, the more likely it is that he/she will hesitate or stop the tirade.
This is an excerpt from the Defusing Hostile Customers Workbook. For a detailed example of the topic-grab and for more detailed help on defusing customer hostility, click here. |
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