One Response to “Joking Aside: “Dilbert” & Employee Dignity”

  1. Ahmad Fornell Says:

    One thing that can always knock you for a loop is losing a big account. This, for sure, is a matter for immediate, concentrated attention. But before you make this call, think. You may get only one chance to turn things around. You must be sure you 1) understand the customer’s complaint and reason for canceling and 2) be prepared to address these points in deft detail. You must be as clear as you can be with why this key customer is quitting. What has she said before that’ll give you a clue? People usually don’t cancel without warning; there are omens. What were they? And what have you done and can you do to answer these concerns and make things better? Remember, the goal is keeping this person happy and the account where it belongs: with you. And this is going to take thought and constructive action.`

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