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When a Customer Conversation Escalates, Here’s the Perfect Thing to Say to Cool Things Off




“Let me see if I understand where you’re coming from.”

When to say it? You may find yourself in the middle of a sales pitch or a confrontation with a customer. Slow things down with this great one-liner. It works every time because it tells the other person that you care enough to report back what you’ve just heard.

SOURCE: Mike St. Pierre on

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