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The Safety Valve In Handling Complaints-Dale Carnegie Principle #6: “Let the other person do a great deal of talking”
Dale Carnegie offers the following advice in Part 3, Principle #6: Most people trying to win others to their way of thinking do too much talking themselves. Let the other people talk themselves out. They know more about their business and problems than you do. So ask them questions. Let them tell you a few things.
Instructions:
For this week’s Discussion Board Posting submit the following:
1) Find a story/review or write up online about a customer complaint. You can look in online reviews, social media or anywhere that you can find an unsatisfied customer that is “complaining”.
2) Provide the example to the class in your discussion post.(You can use a “snipper tool” to paste the image or you may just re-write the situation.)
3) Share ways that the company could really “listen” to the customer. What are they really saying? Can you identify the real issues or where the customer didn’t feel listened to?
4) Respond with ways that you think the company could handle the compliant without “giving away the farm”. What things could they do to help the customer feel that they are being “listened to”.

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