The holiday season may bring out the best in humanity but holiday shopping can also bring out the worst. We’ve all seen the “Black Friday Brawls” as shoppers play tug-of-war with the last doorbuster sales item.
No matter your business, people can become – let’s call it – frayed this time of year. So here are a few tips I’ve shared with sales/customer experience professionals for a number of multinational retail brands to help their people work through a service challenge or customer complaint. I hope you find value in these tips as you seek to make this a peaceful and profitable holiday season.