People give the term “manipulate” a bad rap. Sure, sure the choir boy will persuade or convince, but leave manipulating for the con-men. I dare say, I doth protest. Manipulation differs from the two because it denies the objects conscious agency in the matter, and people don’t like this. The admission of “Oh, he persuaded me” has the hint that the speaker ultimately has the final decision, but in reality they often don’t - especially if they’re alight with emotion. You, my dear friend, will gently be convincing no one of anything, but instead be dealing with them as the mathematician twirls his numbers when it comes to providing stellar customer service – even with the most difficult customers. Especially in call center management positions, it’s important to know how to deal with escalated calls that go beyond the normal scope of upset. Here are my favorite six tips for doing just that.
