Chris Voss CEO & Founder of The Black Swan Group Ltd Author of Never Split The Difference: Negotiating As If Your Life Depended On It [Negotiation]

Chris Voss is the CEO & Founder of The Black Swan Group Ltd Author of Never Split The Difference: Negotiating As If Your Life Depended On It. 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 of this episode: 0:00 – Introduction 0:53 – What is one thing people might not know about you? 2:43 – How long do you have to make that first impression? 4:30 – How did you make your first impression count? 6:35 – How do I get the customer who is fired up to calm down and get them to trust you? 16:05 – What is the power of an open-ended question? 22:31 – How do you continue to push somebody to the limit, but still gain their trust? 25:31 - What is mirroring and why it works? 29:48 - What is the beauty of silence? 32:25 - How do you get comfortable being uncomfortable? 33:33 - What is the importance of visualization? 34:51 - How to get what you want when things are lopsided? 40:30 - What tactics should a Customer Service Rep use to diffuse a frustrated customer? 41:00 - Why you shouldn't say I'm Sorry in Customer Service. 45:15 - What book or person has influenced Chris in the past year? 47:06 - If you could leave a note to all Customer Service Representatives’ Desk, what would it say? 48:39 - Learn about the Black Swan Group, Ltd. *** ABOUT NICK GLIMSDAHL Subscribe to my weekly newsletter Find me on Twitter Find me on LinkedIn *** Nick's NEW book: Reasons NOT to Focus on CX is now available at Barnes & Noble. *** LISTENER SUPPORT Support this show through Buy Me A Coffee *** BOOK RECOMMENDATIONS: Learn about all the guests’ book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY: VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES: Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/