Exposing the Truth of Saying I'M SORRY In Customer Service

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Chris Voss is the World's #1 Negotiation Coach, CEO of The Black Swan Group, a firm that solves business negotiation problems with hostage negotiation strategies.

Chris founded the Black Swan Group, in 2008 upon his retirement from the FBI where he was the FBI’s lead international kidnapping negotiator.

Chapters:
00:18 It sounds like what we did has really upset you
00:53 Customer Service Reps are trained to say I'm Sorry
02:03 Customer Service Reps actually care about the other person calling in
02:40 Data to back up his thoughts
03:32 Make Friends

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Last, he is also a best-selling author of the book "NEVER SPLIT THE DIFFERENCE: NEGOTIATING AS IF YOUR LIFE DEPENDS ON IT.

Through conversations with leaders, Nick and his guests exchange insightful stories, best practices, and invaluable lessons they have learned along the way. They are focused on the interplay between customer experience, employee experience, and the transformation of customer service. #customerservice #customerexperience

He has used his many years of experience in international crises and high-stakes negotiations to develop a unique program and team that applies these globally proven techniques to the business world.

Prior to 2008, Chris was the lead international kidnapping negotiator for the Federal Bureau of Investigation, as well as the FBI’s hostage negotiation representative for the National Security Council’s Hostage Working Group. During his government career, he also represented the U.S. Government at two (2) international conferences sponsored by the G-8 as an expert in kidnapping. Prior to becoming the FBI lead international kidnapping negotiator, Christopher served as the lead Crisis Negotiator for the New York City Division of the FBI. Christopher was a member of the New York City Joint Terrorist Task Force for 14 years. He was the case agent on such cases as TERRSTOP (the Blind Sheikh Case – Sheikh Omar Abdel-Rahman), the TWA Flight 800 catastrophe, and negotiated the surrender of the first hostage taker to give up in the Chase Manhattan bank robbery hostage-taking.

During Chris’s 24 year tenure in the Bureau, he was trained in the art of negotiation by not only the FBI but Scotland Yard and Harvard Law School. He is also a recipient of the Attorney General’s Award for Excellence in Law Enforcement and the FBI Agents Association Award for Distinguished and Exemplary Service.

Chris has taught business negotiation in the MBA program as an adjunct professor at the University of Southern California’s Marshall School of Business and at Georgetown University’s McDonough School of Business. He has taught business negotiation at Harvard University, guest lectured at The Kellogg School of Management at Northwestern University, The IMD Business School in Lausanne, Switzerland and The Goethe School of Business in Frankfurt, Germany. Since 2009 Christopher has also worked with Insite Security as their Managing Director of the Kidnapping Resolution Practice.

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Видео Exposing the Truth of Saying I'M SORRY In Customer Service канала Press 1 For Nick