Infographic: Are These Angry Customers Upsetting Your Staff?
It’s critical to first understand why an angry customer is behaving in a certain way, so your team can identify their type and then defuse a situation.
It’s critical to first understand why an angry customer is behaving in a certain way, so your team can identify their type and then defuse a situation.
One of the biggest challenges when leading a hybrid or remote team can be the impact of communication. Here’s how you can become a successful remote communicator.
People need to feel valued, respected, and motivated by belonging to a work environment where they feel connected with a sense of purpose. Here’s how you can lead with empathy.
With the increase of hybrid and remote work models, it has become challenging to manage performance without the close observation that is easily done by managers and colleagues in the physical work environment. And some of the issues that might arise could be maintaining organisational standards, the ability to have trust extension, the productivity and motivation issues of individuals on the team…
If you’ve ever been in a team or your current team is experiencing some of the following, overwhelmed with their current workload, perhaps you notice a lack of forward planning, ongoing tension and conflict with other members, perhaps there’s been a high staff turnover or even above average sick leave, perhaps low productivity and morale or even incidents of insubordination, then these are all the telltale signs of resilience issues.
With the increase of hybrid and remote workplace challenges, sophisticated information systems and the high level of digital traffic that modern day workers must navigate, it is easy to understand how quickly we can lose focus and easily feel overwhelmed with the daily workload. Let me share one helpful technique called laser focus.
I’m sure we’ve all heard the saying that customers are always right. I’m pretty sure we’d all agree that the customer’s not always right. In fact, sometimes they’re just dead wrong. The message in this phrase is not in its words, but really in its inferred, meaning and understanding
In this current service climate, customer experience has never been under so much scrutiny and it’s critical to get it right. Service is different than experience. For example, if I went to the shop and ordered my coffee and I got it quickly and it tasted great and it wasn’t expensive, well that’s good service
More and more organisations as they roll out their return to work schedules met with greater employees’ demands to support a flexible work schedule that suits the employee, not necessarily the organisation.
Dealing with this type of aggression falls under the category of unpredictable, meaning that unlike common aggression triggers, which the warning signs might be easier to identify, this type of customer may be triggered by other factors that stimulate their reactions and behavior.
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