Tag Archives: complaints

COMPLAINT MANAGEMENT

Posted on March 17, 2011 by admin

How To Handle Complaints: Know The Magic Question When you receive a complaint, here’s a magic question and a template that almost always changes the tone of the interaction. First, listen attentively to the complaint, and do not interrupt except … Continue reading →

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Never Say “You Should Have…”

Posted on March 11, 2011 by admin

What To Say, and What Not To Say When You Complain If you complain, here’s some good advice for parents and for bosses.   Whenever you say, “You should have,” the other person will feel defensive, and probably will tighten up … Continue reading →

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