38 / MARCH.APRIL.2016 RINKMAGAZINE.COM
B
oss Deborah is
sitting in her office
reviewing monthly
reports as she listens to
the routine bustling of her staff. Suddenly,
she hears Mary, her secretary, attempting
to get a word in as she deals with a rather
stubborn customer. The call is placed on
hold and is transferred into her office. Mary
announces "Mr. Money is on the phone; he
is angry and is demanding your help."
As Deborah reaches for her phone, she
recognizes that how she handles the next
few seconds will determine whether Mr.
Money will raise or lower the bottom line
on the next monthly report.
In the time it takes to reach for the phone
and say "Hello," you must have the focus
and knowledge necessary to take control and
lead the caller back into your corner.
Preparedness comes by having the
structure in mind that will allow your
persuasive and reassuring abilities to
control the situation. Maybe it was your
Lessons in
Communication
Learned from Irate Customers by JOE CURCILLO
