Video 8a: Angry Customer Video: Understanding WHY Telephone Silence Works

Angry Customers Video Training: Why Telephone Silence Works To Defuse Customers On The Phone

Applying The Principle Of Telephone Silence To Other Interactions With Nasty Customers

In our previous video (Number 8), you learned about telephone silence. In this followup, you’ll learn why this technique works, and how to apply the same principles to other situations, and how many of our verbal self defense techniques we’ll be teaching you are based on the same principle.

The general idea is that you must step out of the verbal abuse “game”, and that when you do things outside the game, you force the customer to think, rather to run off his or her nasty scripts or tapes in his or her head.

Author: Robert Bacal

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