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Dealing with prickly customers

Rich Gallagher offers pointers to manage tough situations

| July 7, 2010

“Encounters with ‘prickly’ customers can be understood and managed,” said Rich Gallagher, author of “What to Say to a Porcupine.”
There are several communication techniques that can be learned and practiced by anyone in your firm. Among the most effective are reflective listening, using “staging” to deliver feedback or bad news, and using verbal cues to show respect and empathy.
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