Difficult people and customer service

I really am tired of people being just plain nasty. Difficult people can ruin an otherwise great day. My patience was tried once again when trying to communicate to “web support” at US Airways. I simply asked if she were the customer, would her answer be satisfactory? Sarcastically she said, “No, but that’s the way it is.” Not too bad, until she completed her thought out loud with, “You’ll have to do it my way.” Yikes, I almost came through the phone. When will businesses realize that clients and customers vote with their feet?

Do you wee anything in the future wave of customer service training that may help? What do you do when someone really angers you? Marsha

An employees responsibility

I am amazed at people that email me with work problems where they choose to take NO responsibility for finding out more, or clarifying a situation. Do they just expect leaders and their company to read their mind?

In this age of computers, email and voice mail, we have lost the focus of personal responsibility and I personally am tired of it. Whether you are a leader or an employee, learn how to communicate well, ask questions and listen to the input. Check out my web site under articles for more on listening www.MarshaPetrieSue.com. Email me at Marsha@MarshaPetrieSue.com and I’ll send you some great ideas on how to instantly be a better communicator.

Train yourself to take responsibility for getting the new information that will guide you to successful outcomes. Help others do the same. Oh I know many of you do this already, so try to do a little more without driving yourself completely nuts! What do you think?

Sanitized environment

I think much of the toxicity in people today comes from parents and the educational systems “sanatizing” kids environments. Everyone has to learn how to compete, fail and succeed. Recently a coach had 30 girls try out for a soccer team and had slots for 10. Afraid of what the 20 kids and parents would say if their kids didn’t make the team, the coach TOTALLY rearranged the schedule to make “room” for all of the kids. What kind of lesson is that? Real life brings success AND failure. We are setting up the next generation for a huge let down when they get into the real world.

Dealing with Difficult People

I was in McDonalds and ordered a hot tea – the woman behind the counter didn’t know how to make hot tea. Her attituded shifted to one of being upset with me.

She was one third of the way to a home run because at least she found the the cup. The manager had to be called and brought up to the front to tell her where the hot water and tea bag could be found. In looking at this entire situation and the woman behind the counter being difficult, I came to the conclusion that Training can be the real core to creating difficult people and bad customer service at work.

Two considerations here:
Make sure you are training well and insist that people show you that they know how to do the job! Maybe then we would have a fewer less difficult people!! Marsha

People choose to be jerks

I came across a woman and everything I said she spun it and made it negative. It got to a point where I ignored her. She sounded negatived AND EVEN LOOKED NEGATIVE with mouth downturned and a sour look. These people have developed the “habit” of negativity and prove it with the “Yes But…” syndrome. Do you have people like this and what do you do with them.

Check out the success store for new downloads — one in particular — Is YOUR Life Working?? What say you? Marsha

The Right to be Wrong

When we deal with difficult people we must understand that we do have the right to be wrong!! Our approach may not be what we want so checking your skills and evaluating unsatisfactory outcomes is CRITICAL or you will stay in a cronic state of being upset. Interesting, some people choose this position because it is easier!! Can you imagine?

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