How To Get Someone On Your Side When You’ve Made A Mistake
What can a hostage negotiator teach us about customer relationships? That the best way to disarm someone is to directly confront their grievances. This week we discuss how to handle a situation where you've made a mistake. We talk about what's known as empathy statements and why Sergei's old boss spent 48 hours calling each of his customers after a major server outage. See acast.com/privacy for privacy and opt-out information.
