Defusing difficult or angry customers calmly and assertively benefits the company, the customer, and the service representative. Managing any difficult situation requires clear communication and intention. You improve with practice. And the rewards, both in terms of personal comfort and bottom line profit, are great. The key lies in your ability to manage yourself so that you can manage and support the customer.
The title of my book, Turn Enemies Into Allies: The Art of Peace in the Workplace, says it all. Through interactive presentations and individual coaching, I’ll help you transform conflict by changing your relationship to it. Aikido is the metaphor we’ll use to become more intentional and less reactive, to communicate directly and respectfully, and to create your life and work on purpose.