When issues arise at the workplace, it can sometimes seem like a scene right out of an Abbott and Costello bit, as one misunderstanding begets another until we and our clients are confused and unproductive. Situations like this often arise…
Monthly Archives: September 2011
When the Clock Starts Ticking
One of the key principles of customer service is understanding our clients’ perception of their interaction with us. It does us no good to do an incredible job if, at the end, a customer thinks we’ve failed them in some…
Managing Client Anxiety
A workable relationship is marked by feelings of comfort, ease and safety. If one of the partners feels too much anxiety too much of the time, the opposite of those positive sensations, the relationship will be problematic. And if one…
Tagged with: anxiety, commitment, communication, customer service, responsibility, trust
Posted in Articles
Posted in Articles
The Case for Positive Language
Language affects our feelings. When we use normative terms to describe a person or situation, we are essentially saying that they are good or bad. If it’s perceived as the latter, we might trigger an unintended fight or flight reaction…