Craig dos Santos

Craig dos Santos, a negotiation consultant specializing in customer service resolutions, shares invaluable insights on bridging the gap between customers and representatives. He emphasizes that asking for a manager often backfires and suggests viewing reps as allies. The discussion highlights the power of empathy, active listening, and 'caretaking statements' to create a collaborative atmosphere. By fostering rapport and understanding the emotional dynamics at play, listeners can transform stressful interactions into productive conversations and achieve their desired outcomes.