Customer Service Training TIps

Focus on interests vs position

When influencing others, keep in mind the old story of two sisters who each wanted the last orange. They finally split it – each receiving half. Sounds reasonable except that one wanted the peel for marmalade while the other wanted to extract the juice. Their mistake was they concentrated on their bargaining position – “I want at least half.” If they’d instead considered their interests (why they wanted it), they both would have received twice as much. The lesson – when influencing, focus on each other’s interests rather than position.

 Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author.   For more tips, training tools or to inquire about engaging Jeff for your team visit


Today’s chuckle:

Two wrongs are just the beginning.


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