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Texas Speakers Bureau – Customer Service Speaker, Myra Golden on “This Is the Only Way You’ll Get An Angry Customer to Calm Down”

Tuesday, August 8th, 2017

Myra-Head-Shot-200260If your customer is raising his voice, cutting you off, or is clearly upset, he is stuck in the right side of the brain. To help this customer calm down, you’re going to have to move him to the left side of the brain. No other approach you take will defuse anger if you don’t first move over to the left brain.

Psychologists talk about what they call the communication chain. The communication chain says that when a person puts out a verbal message, they expect a response to that message. That first message is a link in the communication chain. If there’s no response to the link, the chain is left unlinked, or broken. Read the rest of this entry »