Posts Tagged ‘conversations’

Difficult Customer Complaints

Sign warning that we will not tolerate physical or verbal abuse

What are difficult customer complaints? All complaints hurt, especially when you care deeply about your business or organisation. The more you care, the more painful it is. When we are hurt, the natural reaction is to either hit back or run away. Both will make things worse in the long run. And when customers’ behaviour…

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How to speak your mind despite peer pressure

Speak your mind don't be herded

Can’t speak your mind because of the herd? If everyone else is going along with it, how do you speak your mind? We were at Beamish watching nineteen geese being herded by one nearsighted dog. What would the dog do if two of the geese flew in different directions? Or even if the geese just all sat down?…

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Putting it right when it all goes wrong

What is the best way of putting it right when it all goes wrong? Smiley’s Clinic in Minneapolis took guidance from Jeffrey Liker’s The Toyota Way in developing the “Smileyota Way”. Dr Tim Ramer summarises it as: Patient First Remove the Blame Make it Visible Make it Better Make it Fun. This works everywhere if you…

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