While reading an article in Entrepreneur about addressing challenging customer questions entitled “Seven Tips for Coping with Customer Questions” I was struck by how much of this advice also applies to addressing emotions during organizational change. The underlying message behind these “tips” are to acknowledge the customer’s concerns as valid and do what you can to address them. This aligns with everything we have learned about the perils of dismissing employee emotions and concerns. I wonder what else change managers could learn from customer service principles?
Submitted by: Emily Szydlowski ‘13