Friday, April 13, 2007
A Short Note On Trust
You don't negotiate with someone that want to kill themselves, you listen. That's the trade off, you listen to them, and then they have to listen to you. Businesses often look to other arena's of expertise to learn how to do things better. Dealing with the very distressed on a suicide line is one of those areas where you just have to know what you are doing. So when your customer service staff are "negotiating" with a late payer, or with someone with a real gripe, perhaps an interesting statistic might be what percentage of the first 10 minutes your customer service person was speaking in relation to how long the customer was speaking. What is the a correct ratio for this in your business process? Paraphrased From Trusted Advisor Associates.