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Chapter 7. The Listening Hand > SUCCESS CARD 34: Acknowledge Mistakes

SUCCESS CARD 34: Acknowledge Mistakes

If you've ever worked in a customer service role, you know that the first step in handling an angry customer is to say you're sorry. It's also a good listening step. It sets up equality between you and the speaker. It shows you're willing to listen to the next idea or step to solve the problem.

If you truly can't listen, say, I'm sorry, but I'm having trouble listening fully right now; I've got something else on my mind. Or Joe, this sounds really important and I'm having a hectic day. Can I call you back tomorrow? It's much better to acknowledge your mistakes and limits than to fake your way through a situation only to regret it later. Likewise, if you're truly sorry, say so. It will open you up to better listening, and the other person won't be so defensive.


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