In response to Leonard's article I just want to say that it was great and practical and I just wanted to add a thought. Towards the end of the article he wrote ""set aside the emotion ." Before we can 'set aside emotion' we must deal with the emotional aspects of an issue. When a customer is upset they have 2 levels of need. Emotional/intelectual and transactional. We must fully deal with how they are feeling and thinking and resolve this first then fix the transaction or problem. If we try to avoid the customers emotions and do not take time to acknowledge it, talk about it and address it then we face the popssibility of it taking longer to fix the transaction.

Rgds Tony
Cornerstone Training