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The Grandmother Test

by June Van Klaveren

How do you explain to a customer that he or she is wrong? This is a conundrum that you hope you don't have to face. . .but you will! Here is some advice. . .

Listen with an open mind to complaining customers. No matter how improbable their stories seem, they may, in fact, be right.

If, after listening carefully, you are sure that a customer is mistaken, apply the "grandmother test." Imagine that you must explain to your grandmother that she is wrong. Practice your response as if you were talking with your grandmother and use the same kind, caring words with your customer.

It makes a difference!

June Van Klaveren, owner of Compelling Communications, helps her clients attract and keep customers. To contact her, call 800-779-0067 or email june@compelcom.com.

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