ProTip of the Week 1/5/11
Be careful when asking a "why" question. For example, "Why do you want to do that?" may put your customer on the defensive. She might reply, "It's none of your business." Smiling and using a reflective or helpful tone indicates you are asking out of interest to learn more about your customer's needs.
- Renee Evenson, Customer Service Training 101, p 55
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