How To Deal With Angry Clients
When Customers Go Ballistic." Barlow and Moller outline five principles to handle "difficult customers." Among them are aikido and euphemism.
The aikido method reminds me of some advice a mentor gave me when I got married 20 years ago. When fighting with your wife, he said, never apologize too early. Angry people need time to vent, he explained; apologize too quickly and your wife won't get what's made her mad off her chest. Pacing is just common sense. Euphemism annoys me on principle; I am a writer, after all. But our chip-on-the-shoulder culture has come to demand it. Partnership is easy to overdo (call an irate person "buddy," and he may punch you in the nose).
Swipe right to make the connections that could change your career.
Swipe right. Match. Meet over coffee or set up a call.
No, we aren't talking about Tinder. Introducing Shapr, a free app that helps people with synergistic professional goals and skill sets easily meet and collaborate.
A completely unexpected discovery beneath the ice.
- Scientists find remains of a tardigrade and crustaceans in a deep, frozen Antarctic lake.
- The creatures' origin is unknown, and further study is ongoing.
- Biology speaks up about Antarctica's history.
Bushier eyebrows are associated with higher levels of narcissism, according to new research.
- Science has provided an excellent clue for identifying the narcissists among us.
- Eyebrows are crucial to recognizing identities.
- The study provides insight into how we process faces and our latent ability to detect toxic people.
It's one factor that can help explain the religiosity gap.
- Sociologists have long observed a gap between the religiosity of men and women.
- A recent study used data from several national surveys to compare religiosity, risk-taking preferences and demographic information among more than 20,000 American adolescents.
- The results suggest that risk-taking preferences might partly explain the gender differences in religiosity.
SMARTER FASTER trademarks owned by The Big Think, Inc. All rights reserved.