A complaint is never easy to listen to but it is always important to remember that the customer is not calling to give the call-receiver a..
It is easy to take the view that some complaints are simply trivial or even false (especially when made by an active or chronic..
Listening to another person (whether or not you are likely to be able to help them) means that you acknowledge that they exist, and that..
Much of any negotiation process (whether it is over the telephone or face-to-face) is about determining the value or worth of a particular..
Empathy is mainly concerned with “walking” with another person into the deeper self – while still maintaining some separateness. It..