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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 video:
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 gaining 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 Representative's Desk, what would it say?
48:39 - Learn about the Black Swan Group, Ltd.
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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You can purchase Nick's NEW book: Reasons NOT to Focus on CX, here: https://www.barnesandnoble.com/w/reasons-not-to-focus-on-employee-experience-nick-glimsdahl/1140787984
Most of this book will be blank with lined paper because there are no legitimate reasons NOT to focus on the employee.
Each chapter will start with a quote and a list of questions you can use as conversation starters.
I invite you to use this resource not only to provoke thought but also as a functional notebook.
And I’d love to hear from you about the conversations and reactions this book ignites.
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