Episode 52 - When the Customer Drops the F Bomb: Where's YOUR Line in the Sand? cover art

Episode 52 - When the Customer Drops the F Bomb: Where's YOUR Line in the Sand?

Episode 52 - When the Customer Drops the F Bomb: Where's YOUR Line in the Sand?

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Dave Rogers and Steve Shaw tackle one of the most under-trained skills in the dealership: the art of diffusing a hostile customer. They cover why most associates have poor customer-diffusion skills, what to do when a customer drops the F-bomb, how to define your line in the sand BEFORE the conflict starts, and a set of practical diffusion strategies for the service drive.
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