My guess is that you are probably a reasonable person, but some of your coworkers and customers can be demanding, picky, angry, and whiny.
One of my favorite books is entitled, “Dealing with People You Can’t Stand” written by Dr. Rick Brinkman and Dr. Rick Kirschner. The book claims that we all have four intentions in the workplace; to get it […]
What do you do when you work with people or know people that say that you’re stupid, or you’re incompetent, or you’re not worth anything, or you dress like a dope? What can you say so that you can stay strong when you are surrounded by difficult people?
Here are four techniques to neutralize those negative attacks that come from difficult […]
There are eight points of encounter that give you the opportunity to create a sensational customer experience.
The first point of encounter is when people become aware of what you do and hear about your organization. It might be the web site, it might be a referral, or it might be some great marketing materials you sent out.
The second point of […]
This year, let’s focus on creating a world-class customer service culture. We sure hear a lot about organizational culture. It would be great if people were nicer to each other at work because these interactions between coworkers affect customer service.
One of my favorite books on customer service is “Great Customer Service On the Telephone” written by Kristin Anderson. The book […]
Do you sometimes feel like a loser? Do you feel like your career has stalled, your financial future looks grim, your friends are few, your family doesn’t seem excited to see you, you could lose a few pounds, and you’re losing hope that anything will change? Maybe you should set a few goals.
Setting goals does relieve stress because it gives […]