escalators & de-escalators attachment card & de-escalators making them wait jumping too...
TRANSCRIPT
Escalators & De-EscalatorsMaking them wait
Jumping too quickly to solution
Expecting them to know things they might not know
Blaming the customer or someone else
Arguing with the customer
Hiding behind policy
Getting defensive
Half-listening
Giving excuses
Minimizing the issue
Asking questions
Taking responsibility for the solution
Listening
Maintaining eye contact
Assuring the you are there to help
Providing options and alternatives
Telling them what you are doing
Restating the problem