Chris Voss - World's #1 Negotiation Coach, Bestselling Author "Never Split The Difference" - CEO at The Black Swan Group, Ltd - Part 2 of 2 [Negotiation]
Chris talks about:
· What is mirroring and why it works?
· What is the beauty of silence?
· How do you get comfortable being uncomfortable?
· What is the importance of visualization?
· What tactics should a Customer Service Rep use to diffuse a frustrated customer?
· Why you shouldn't say I'm Sorry in Customer Service.
The person who has influenced Chris the most in the past year:
The Ride of A Lifetime by Bob Iger: https://amzn.to/2R45Rcg
His note to all customer service professionals:
“Take the time to actually hear people out. You’re going to get a 7 to 1 rate of return on your time, because people are going to continue to come back to you until they feel heard…and demonstrate your understanding.”
Transcript: https://press1fornick.com/chris-voss
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