From the course: Creating Positive Conversations with Challenging Customers
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Positioning controversial policies
From the course: Creating Positive Conversations with Challenging Customers
Positioning controversial policies
- Sometimes you must explain and enforce an emotionally charged policy or company position. This could be a mask policy, a vaccination requirement, having to explain to a customer why your company supports Black Lives Matter, why you're supporting Pride month, or why you're not supporting a cause. The best approach to talking about potentially controversial issues with customers is the 3R Method. The 3R Method is recognize, reframe, resolve. Let's apply the 3R method to an example. Let's say you are a theater and you have a mask policy. A visitor doesn't want to wear a mask. As a greeter, you have to explain the procedure. Your guest doesn't want to wear a mask and tells you that your policy violates their freedom. Start with step one, recognize. "I can appreciate your perspective." In step one, your focus is showing that you get it. You understand. Next, reframe. Reframing is taking the focus off of the emotional…
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