Difficult Customers and Getting the Right Mind set
Customer File – Success With Difficult Customers – The Mind Set We all have to deal with difficult, angry or even manipulative customers. The process is usually infuriating, frustrating and time consuming. While it often seems we are at the…
Lest we forget how bad government customer service used to be
Improvements In Customer Service Tend To Go Unnoticed Comparing Government Customer Service, Then and Now Nobody thinks of government as customer oriented. Really it’s the opposite. Most people think government is terrible at customer service and blame the system, or…
Angry Customers? Here’s the Number ONE Mistake Employees Make
The #1 Mistake Made Dealing With Angry Customers By Robert Bacal, M. A. We all deal with angry customers, and it’s enough to drive people up the wall. Angry and difficult customers are a major cause of workplace stress, and…
Understanding Angry Customers
Understanding Angry Customers You probably see hostile customers every day. You know, the ones that treat you like a personal dumping ground for everything that has ever gone wrong in their lives? They may be sarcastic, or abusive. They may…
Why Did the US Block a Canadian Professor From His Own Book Event? (Important Link)
Why Did the US Block a Canadian Professor From His Own Book Event? Nathan Kalman-Lamb was barred entry into the US. This is a harbinger of the dark political future that Trump is ushering in If you travel to the…
Conflict & Cooperation In The Workplace
Conflict & Cooperation In The Workplace — Is Conflict Bad? Many of us think that conflict is always bad. That’s not true. There are actually two kinds of conflict that occur, and learning which is which will help you handle…
Machines Can’t Replace The Human Touch — Literally: The Limits Of Technology For Customer Service
In “Has Technology ‘Hit The Wall’ In Improving Customer Experience and Customer Service?” we examined the hypothesis that technology has hit a wall in terms of improving customer service. While companies continue to rely on machines to cut human costs, that has…
Leaders Need Information To Succeed — Are You Getting It?
Summary: Leaders at all levels in any organization need information to be able to make informed decisions. Unfortunately, there is a natural tendency for those within an organization to hesitate in delivering information that is negative or disappointing, or, points to…
Career Stuck? It May Be Because You “Fight Dirty” At Work
Learning To “Fight Fair” Important For Career Advancement You may be familiar with the research that tells us that the best predictor of marriage success or failure is HOW couples manage their conflict. When considering what employees to keep, and…
Understanding Your Communication INTENT vs. the Communication MEANING
Learning More About The Power of Language For more on interpersonal and business communication (including social media) visit the Communication Resource Center If there’s a best jumping off point for learning about the power of language, and fine tuning how…
What You Need To Know About Using WordPress For Your Small Business
It’s A Trade off For Small Businesses Using WordPress When I search online for a service, menu or product, I often end up on WordPress sites that literally make me cringe. Many of them consist of one or two pages,…
