Dealing with #*%&$)!

NEW ORLEANS — How do your service writers and advisors handle it when an angry customer gets on the phone or in front of the desk and barks out demands and complaints? These situations unfortunately come with all businesses, and learning to address them properly is key in keeping customers happy and maintaining your reputation. Margie Seyfer worked with some owners at ASRW on Wednesday afternoon to prep them with tools, phrases and approaches to defuse these situations as quickly and successfully as possible. “Swearing is an anger igniter. Getting a customer to speak in more positive terms can turn a customer around.” But how do you start? Seyfer suggested a handful of steps, starting with count to 10 before you speak. If you can’t make it to 10, get some numbers in. Second, ask permission to rewind. Phrases like this can help: “I apologize. Could we just start over?” “You know, your language is distracting me from helping you.” “Would you please slow down? I’m taking notes.” Read more
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Very Trick Sleeper Mustang

http://www.bangshift.com/forum/index.php?topic=20416.0

From the forum: All this talk of Fox’s has made me think about one of my Mustangs tucked away for winter. I’ve always loved the Sleeper cars who get your attention real quick once you see them run….”there’s no victory sweeter than the one your antagonist never saw coming.” This is my ’91 I bought for $500 as a driver with 4 cylinders/auto….ruff looking, but absolutely solid car. I knew what it’s destiny was the day I saw it. My friend offered up a low buck 406 sbc and I did the rest to see how fast we could go. Read more
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