In continuing our discussion of Calming Upset Customers, this article includes insights from two Tuchman Advisory Group members. Anni Lundy, Director ~ Memories Gown Preservation ~ Houston, TX said, “We get our fair share of complaints on a weekly basis coming through our customer-service department. We produce a high volume and our customers are brides. The standard of perfection the American bride holds regarding her wedding gown is far beyond her favorite sweater. Most are minor fixes, but the level of frustration and tears that comes through the phone on a scale of 1-10 is an 11, my team reports.” Ann continues with six techniques she and her staff employ: “Listen, empathize, and let the
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