#difficult customers

I was in a really nasty mood today, from the very beginning, for unknown reasons and I had an 8 hour workday of solid customer service. Got stuck helping a man who desperately wanted to log into Facebook but couldn't because his account had been flagged and they wanted a live video of him. I would explain the issue, walk away, then a minute later he would beckon me over because he found a "fix" that was entirely unrelated or just took him back to the same page where they wanted a video. I was so annoyed but I kept trying to help him because that's my job and I hate being mean to people.

After like the 10th time I'd told him "you won't be able to get into Facebook without a camera, yes even if they did text you" and was considering if next time he beckoned I could just tell him I was done helping him (I couldn't have). I went back to the desk I work at and another customer who had been working at the computers came up and told me I am great at my job and so patient.

That small gesture made a HUGE difference in my mood and made me feel so appreciated. The energy spent on self control felt much more worth it and my mood was lighter for the whole rest of the day.

Have you ever been fishing? I’m not a fan myself but I’m sure that you understand the basic principle. You attach a piece of bait to a hook and dangle in the water. What then happens is that some unsuspecting fish comes along, bites the bait, ends up on the hook, and you reel it in. Let’s just go back a few steps. As the fish is swimming around, it is totally in control of its own destiny. It…

Do you think or do you react when dealing with other people? You’re probably aware that human beings are primarily driven by their emotions; their map of the world and how they believe things should be. This comes from your values, and beliefs based on your culture. How you were brought up and what you were taught. Everything that was programmed into your brain from an early age. I don’t like…

Have you heard people saying – “I treat people the way I expect to be treated.” I hear this all the time, and its twaddle! If you want to have good rapport with other people, be they customers, colleagues or friends; Treat them the way they want to be treated. Spend time with them, get to know them, listen to them, watch them, and understand them. They may have similar thoughts and…

Do you remember being told to count to 10 before you lose your temper with someone else? The idea being, that if you think before you speak, then you are less likely to say something you’ll regret at a later time. Well, I’m suggesting you count to 2 before responding to almost anything, anyone says to you. Too often we don’t think and just react to how we feel, and say the first thing that…

Do you remember being told to count to 10 before you lose your temper with someone else? The idea being, that if you think before you speak, then you are less likely to say something you’ll regret at a later time. Well, I’m suggesting you count to 2 before responding to almost anything, anyone says to you. Too often we don’t think and just react to how we feel, and say the first thing that…