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| | | | | Hi John,
Discover what makes great teams thrive in our free Crucial Teams® Miniseries. Details below.
How do you manage customer complaints? Words are only part of the equation, as shared in today’s Q&A. Anything you would add? Tell us in the comments.
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| | | | | Crucial Conversations for Mastering Dialogue | |
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| | Tips to Manage Customer Complaints | | by Brittney Maxfield |
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| | How do you have a Crucial Conversation with a college parent who is frustrated with their student’s experience in the residence hall? Specifically, when facilities need to shut down utilities to complete maintenance while most students are off campus—but some, like athletes, return early and are left without water or electricity. How can we communicate effectively and empathetically in this situation?
Signed,
Just the Messenger
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| | | | The first thing that came to mind when I read your question is that not everything is a Crucial Conversation. While that might seem like a counterintuitive thing to say coming from a company that teaches communication skills, hear me out.
Certainly, there is a way to clearly and empathetically communicate difficult news. But I don’t think that’s the primary challenge you’re facing. Communication is crucial to managing so many challenges—and I stand by our claim that communication can make or break your results. But words are not the only thing that communicate your intention or meaning. Actions also send strong messages. Words without action will fall on deaf ears—even if those words are said in just the right way and with the right intention. And conversely, actions paired with conflicting words cause people to lose trust.
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| | | | | | | | ANNOUNCEMENT | | Crucial Teams Miniseries: 3 Strategies to Build Better Teams | | This free video miniseries explores the key concepts and behaviors that foster stronger collaboration, deeper trust, and lasting team success—based on our Crucial Teams course. | | | |
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| | | | | | To oppose something is to maintain it. | | | | | |
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