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Walking Your Talk | Culture Change & Leadership
33: Customer-centricity series - When bad news avoidance meets conflict avoidance
Dec 16, 2019
Exploring the clash between conflict avoidance and honesty in customer-centric interactions, emphasizing the importance of addressing bad news to attract and retain customers. Delving into strategies for deep customer understanding and confronting uncomfortable truths for better relationships. Highlighting the necessity of actively engaging with feedback for enhanced customer-centricity.
13:44
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Quick takeaways
- Being guided by the truth is crucial for effective communication and building trust with customers.
- Encouraging deep inquiries with customers helps uncover hidden concerns and improve service quality.
Deep dives
Importance of Truth and Communication
Being guided by the truth instead of avoiding uncomfortable situations is highlighted as crucial for effective communication and building trust with customers. Customers are often conflict avoidant, leading them to silently walk away rather than expressing dissatisfaction. Service providers, labeled as bad news avoiders, also struggle to accept negative feedback, hindering opportunities to address issues and enhance customer loyalty.
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