Acknowledge concern with customers

- Let's say this is a live workshop…and instead of watching me online,…you're in the room with me along with 50 other people…and let's say I start the training off with good morning…and I'm met with dead silence.…How do you think I'd feel…if I opened with an energetic greeting…and no one said a word?…I'd feel awkward, embarrassed.…I'd probably be thinking this isn't going to go well.…Whatever I'm thinking, it's negative, right?…And my next response will be dictated…by the negative feelings in my head.…

I might not be my best as a trainer…because I'm a little embarrassed and feeling rejected.…Here's where I'm going with this.…When a customer expresses anger or frustration…and that isn't acknowledged,…they're likely to get even more upset…because what you've done is reject them.…On the flip side, acknowledging concern is a tool…to help you create rapport with customers…especially when they're upset.…It helps you build rapport…because you're right there with the customer emotionally…acknowledging what they've said or what they're feeling.…