WEBVTT

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So, in that example, what did she do to
solve the internal customer's issue?

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Well, she focused on figuring
out how to fix the problem.

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Good. What else?

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She did a good job of looking
for alternative solutions.

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And then she followed up to
make sure it was taken care of.

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Would you agree that's an effective
way to make the customer happy

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and mend the relationship
between their departments?

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I'm sorry, but no.
Really? Why do you say that?

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Well, it looks good in theory.
But, come on. In my world, it just isn't true.

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I don't have the flexibility to
look for alternative solutions.

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What you just showed us, it's not reality.

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When somebody questions a key content point,

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they're usually not doing
it to be hostile or mean.

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Most of the time, they're just trying to
figure out how it would apply in their world.

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You can't say "Oh, okay..." and move on,
because you know it's a key content point.

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But, at the same time, you don't
want to try to make a "believer"

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out of the person by
arguing with them, either.

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Instead, you want to help everyone see
how the content point could apply

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in their individual situations.

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A great way to do that is
to start by acknowledging

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that what the participant said
could be true in his or her world.

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Then ask a question that frames things in a
context that you can do something with.

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Involve the group in finding a solution.

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And, finally, get people refocused and move on.

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Really? Why do you say that?

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Well, it looks good in theory.
But, come on. In my world, it just isn't true.

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I don't have the flexibility to
look for alternative solutions.

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What you just showed us, it isn't reality.

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I'm glad you brought that up.

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And, I can see how working in payables,

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it might be difficult to
provide alternative solutions.

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Yeah, that's what I'm saying.
I mean, you know there are standards.

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Tell you what. Let's take a few minutes.
and talk about how, in your environment,

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you could really do this.
It might look and feel a little bit different.

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Can you describe for us a little
bit more about your challenge?

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Okay.

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And then we'll all talk about
how we can make this work.

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Maybe we can find a way to help you.

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So, have the ideas we've been
talking about been helpful?

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I think so. I mean, I won't know
for sure until I try them out. But..

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Yeah, for the most part.
Good, glad it helped.

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Okay, we were talking about doing
something extra for the customer.

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Next we'll talk about the follow-up step.

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Hopefully, you'll be able
to see how the ideas

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we just talked about make
follow-up successful.