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Customer Support Technique #36

Preemptive Strike

“Preemptive Strike” in customer service is anticipating a problem and addressing or acknowle- ding it before the customer brings it up.

For example, when a customer has been waiting a long time, you can make an apology or empathize to show that you understand how frustrated the customer is without them having to complain.

To avoid conflict, start by recognizing what the customer is feeling.

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Customer Support Technique #36


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