two-handed handshake - manners for husbands lyrics
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keep your full attention
clear your mind as well as your desk and hands
have an open mind
be prepared to hear things that you may not like or want to hear
but they could be valuable to you
ask questions, acknowledge that you understand both what the customer is saying and what he or she feels
make no excuses, don’t be defensive
thank your customer for bringing the complaint to you
proximity, twenty four to thirty six inches
eye contact: indirect eye contact can undermined trust
silence, usе vocal queues, gesturеs
ill*strate and explain
posture, lean in and show attentiveness
facial expression, convey friendliness and openness
physical contact, two handed handshake
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