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philgerb
Milwaukee, WI
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Great questions for dealing with difficult customers Sybil. It's key that we offer positive ways to deal with stress, and effective ways to escalate the situation.
The best way to train for crazy situations though is to deal with it. I'd show the video, or a similar video of an employee getting abused, show the WRONG way to respond, and then talk about why it was wrong, and how it could be handled better. It's a serious matter, but I find that light hearted training often brings out the real problems; that employees don't feel empowered to handle or escalate difficult customers.
While the customer isn't always right...they are ALWAYS the customer, and should be treated as such!
Reaching the Breaking Point: A Lesson from JetBlue
Back from my summer blog break, I want to address the recent JetBlue flight attendant incident. For those who may have tuned out while vacationing the week of August 9th, here’s the condensed version: Flight attendant Steve Slater snaps after dealing with uncooperative, unruly passenger; launc...
Wow Andy, this is a big deal for you! Congrats!
I just wrote a little bit about you over at my blog. Hope I can win your little contest. :)
Pow! Selected by 800 CEO-Read's Jack Covert!
When I was a boy...okay maybe not that young, but as a voracious reader of business books, I would turn to the recommendations at 800 CEO-Read to help me cut through the clutter. Re-titled "Jack Covert Selects" (after the President and founder of the very specialized professional site/service)...
Awesome article Vikk. I had never heard of the rule of 5 either, but it's a great rule to have. Thanks for sharing it!
Use the Rule of Five daily to move you toward your writing goals
As you build your daily writing habits, the Rule of Five is a good thing to keep in mind. I first heard about this rule more than fifteen years ago when a published writer visited a local writing group and discussed how she was marketing and publicizing her new book. She said she tried to do five...
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