How To Get On Anyone’s GOOD Side

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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.

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Comments

  1. @donniccolo

    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

  2. @chadwhetman3964

    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.

  3. @Timetorideagain

    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 💴.

  4. @richarde1355

    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.

  5. @falconcourt8740

    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.

  6. @WeAreAllOneNature

    ''You know what? I really appreciate how generous you've been with your time.'' = full refund.

  7. @spectator5144

    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.

  8. @Imperituslumen

    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

  9. @paulwheeler3723

    I agree, but I would swap out the word nice for kind. Kindness is true. Niceness is fakery for the sake of looking good

  10. @michaelweymouth4015

    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.

  11. @vegahunter8

    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.

Comments are closed.