CHAPTER 62
What to Do When the Customer Won’t Stop Talking
On occasion, you may find yourself faced with a customer who won’t stop talking. It can be because she wants to explain details she thinks you need in order to understand her situation. Or it can be that she wants to take you through everything that has happened with your company up to the present moment. It can even be because, as we saw in Chapter 61, she’s upset about what happened and needs to vent. No matter what the larger context, there will often be occasions when you’ll need to address the fact that a customer won’t stop talking.
I purposely placed this chapter after our discussion of letting customers punch themselves out so I could address the fact that the two approaches are ...
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