You don’t need a new sales team to get your desired sales! Join The Black Swan Network on Fireside today and see what we can do for you! : https://f.chat/ASdi
Stop losing and start WINNING. Negotiations can feel intimidating, but our methods make it easy. We rely on emotional intelligence and empathy to get the job done. Explore our content and find the best skills and strategies to ace negotiations. Head to our website to subscribe to our newsletter and attend one of our live events. See you there!
===============================================================
Don’t Miss Out on the Latest Negotiating Insights
🔔Subscribe ⬇️
@Blackswanltd1
✉️Join our free Newsletter: https://blog.blackswanltd.com/the-edge
About The Black Swan Group
Founded and led by former lead FBI hostage negotiator, Chris Voss, the Black Swan Group has 10+ years of experience working with companies and individuals on taking their negotiation skills to the next level. Chris’ book, Never Split the Difference, is a Wall Street Journal bestseller and has sold over 2 million copies worldwide. Our expert team of coaches discuss everything from silence techniques to influential empathy.
Connect with The Black Swan Group
📨Website: https://www.blackswanltd.com
Instagram: https://www.instagram.com/blackswangroupltd/
Twitter: https://twitter.com/BlackSwanGrp
Facebook: https://www.facebook.com/BlackSwanLTD
LinkedIn: https://www.linkedin.com/company/the-black-swan-group
Connect with Chris
Linkedin: https://www.linkedin.com/in/christophervoss
Instagram: https://www.instagram.com/thefbinegotiator/?hl=en
Grab a copy of #ChrisVoss book Never Split the Difference© today. Find it here: https://amzn.to/3dutw0L
Thanks for watching!
Comments
I agree with all of this and I would also add that when you start a customer service call, introduce yourself by name and add that you are a very happy customer before asking for any help or stating any complaint
This is the worst advice that people need to be told. Being nice should be common sense (especially to those who work in service). Having to be told “hey, don’t be a jerk to people”, honestly, it’s speaks poorly about us on a species level.
The problem is that companies seem to deliberately make their customers angrier and angrier. Why else would they continue to use phones that offer options to have to listen to and select from, and then put you in a holding queue? Honestly, they know what it’s doing and yet don’t care so they can save a bit of 💴.
Been nice to soo many people, ended with frustration
If I would say that in German in would sound so cringe and weird…
If you think finishing last is bad, remember that crash outs don’t finish.
The golden rule, never fuck with people that handle your food or money.
Great stuff. The other part of this is people don’t you need help unless you feel them. If you need help, nicely let the other person how and what kind of help you think you need, and guess what? Most of the time they want to help you; that’s why they are there.
Thanks for saying this.
In my ecperience if your nice to people narcistic people will try to take advantage of you and nice people will lose respect for you. Ive learned to be more stoic in my interactions and only act nice when someone showa they deserve it. This way people will continue to please you for reward.
Does this guy just get refunds and freebies from everyone he talks to? Yh sound believable
''You know what? I really appreciate how generous you've been with your time.'' = full refund.
Manipulator.
can confirm this as a former call center agent. there is stuff you have to do, and stuff you can do, if you want. always be nice on the phone.
Who could have imagined that being empathetic and kind to other human beings might result into a healthy interaction? I like dis guy and his spreading of this awareness
I agree, but I would swap out the word nice for kind. Kindness is true. Niceness is fakery for the sake of looking good
A soft answer turns away wrath…..very wise statement Chris, I love the Black Swan wisdom and have used similar conflict resolution tactics and have upped my life learning yours. Thank you man. What a blessing that you’d even share.
They're not expecting it. Be nice. Be kind.
This dude spends more time with customer service than any human alive.
If you ever worked a call center job before, you know if you ever get someone that is nice that genuinely needs your help, then you will stay on the phone with them as long as possible. It would ruin my "average handle time" numbers, but to have a real conversation with someone was worth it.