Here is another share for you lads and lasses of BHW. My background is foodservice and retail management so the ability to handle customer service issues, sales issues and diffuse emotional situations is something that I have had to understand as well as being able to train employees on the fine art of service/sales. When I was younger I had been through plenty of coaching, mentoring, service and sales training and through the years I have put several tidbits of my training to use. One of the most powerful thing I learned is displaying EMPATHY. For those that don't know Empathy is simply the ability to read peoples emotions, just like telepathy is the ability to read people's thoughts. Now I have to make a distinction here, to use this method you really dont have to HAVE empathy, you just have to DISPLAY empathy. You could be the most Narcissistic bastard on BHW but if you are observant and listen you can easily still use these techniques to control the flow of a potentially hostile conversation. Step 1 Dealing with Early Stage Resistance- This one is cut/dry and is straight to the point. Whether this is a sales call or a pissed off customer you can create a diversion and start getting to the point of finding a solution. Again you have to start with empathy. Here is an example- Customer- "This phone SUCKS!" You: I am sorry to hear that, what exactly is it about the phone that is bothering you? In this example you had several choices...1) let the customer vent-to me that is a waste of time and time is money. He could spend 15 minutes complaining or I can spend 15 minutes fixing his issue. 2) get offended or defensive- BAD move, it escalates the situation and then you may not only lose a chance to up-sell but you may lose the customer all together. 3) Act quickly with empathy (I am sorry to hear that) and get to the heart of the matter (what is it about the phone that is bothering you) I choose #3 and then proceed to ask some probing questions after the customer explains the issue. Using this same example the convo may go like this: Customer- "This phone SUCKS!" You: I am sorry to hear that, what exactly is it about the phone that is bothering you? Customer- "The freakin phone keeps dying on me!" You: "ok, that is an issue may I ask, how often do you use your phone?" Customer- "I use it for business, so I check email, answer calls and occasionally use the web." Here is where I use my final approach and 9 out of 10 times I go for a sale using the Empathy Bad news good news technique. Think of it like a burger, the top layer is usually empathy, the meat is addressing the issue or concern and the bottom layer is either more empathy or more likely a solution that is mutually beneficial. So here is the conclusion to the scenario: Customer- "This phone SUCKS!" You: I am sorry to hear that, what exactly is it about the phone that is bothering you? Customer- "The freakin phone keeps dying on me!" You: "ok, that is an issue may I ask, how often do you use your phone?" Customer- "I use it for business, so I check email, answer calls and occasionally use the web." You: "I can see how you would be frustrated with this" (empathy top layer) "But most phones like this have XX hours talk time and it seems like you are a power user" (middle layer- bad news) "However I have several charging solutions like a car charger, spare battery etc... that can fix your issue for you!" (Bottom layer, solution) This same technique can be used for multiple situations it takes some practice because when someone is upset and yelling at you if this is not natural you will get flustered. This is not just for service but for sales too, anytime you have resistance or confusion you can use these same techniques. I have found the most value from this in service to be honest but I trained my people to always seek a solution that led to sales when appropriate. I hope you all find this useful! Practice and Good Luck!!