Handling Difficult Communication with Empathy

And I've also learned that if you allow somebody to vent, remember the cartoons when steam would go out of someone's ears? I do. I have a profanity rule. If they curse at you, Paula, they get a warning. They do it a second time, you can hang up. But if they're venting and they're getting it out, I'll let you do it. And then I'm going to give you some Philly guilt. I'm going to go, hey, Paolo, you done yet? You want to curse some more? And you go, Richard, I'm so sorry. I go, may we begin again? And you say, yes, we may. And then look at that sort of foundation. Now you have a client for life. And that's how you're training your people. It's maturity. Yeah. You can't take it personal. And you think about it. You're speaking to someone's worst day. Something broke. For an example, we work with a law firm. So we do level one intake coordinators for wrongful termination and disability. So imagine that extended empathy when people are contacting us after they've been fired. And I think those specific soft skills are the things some people might be lacking today. The B2B Influence Podcast. The Importance of Relationship-Building in Telemarketing with Richard Blank