Hey everybody this is

is Omar Zinnam here from the $100 MBA and this is a special episode a

bonus episode it's our first bonus episode and what we're doing here with the

bonus episodes is that we're going to keep them short and snappy these are separate from the lessons we do from Monday through Friday and the

purpose of the bonus episode is to answer your questions. We've been getting a lot of

questions from our listeners and we want to be able to answer them and we want you to

benefit from these answers because you might be thinking of the same questions or you might be struggling

with the same things other people are struggling with and This way we can help everybody.

All right, so let's jump right into today's question.

Today's question is about conflict resolution.

And it comes from Tiffany Stevenson.

So thanks Tiffany from North Carolina for sending in your question.

This is a great question.

And she talks about spending an inordinate amount of time setting and documenting expectations

with customers over communicating the next steps and all that stuff

and then the customer wholeheartedly believes they're experiencing poor

service even though they've set expectations. We move from having a mutual

understanding that what seems to me as a emotional roller coaster ride

fueled with misconception and misunderstanding.

How do you change their perception of your product or service or do it delicately or sympathetically when their experiences are simply aren't set in reality.

As much as I would like to say customers are always right, sometimes they're not, but we need to be respectful of the experience in

order to gain their trust back. To that point, how do you handle customer conflict

...