Category: Emotions

Dealing with Difficult Customers: address the problem, not the emotion

Customers call service lines, because they have problems. Unfortunately, the negative feelings that problems can bring are probably counter-productive when it comes to getting a good solution. When dealing with difficult customers with strong negative feelings, customer service strategies that try to address the problem instead of the emotions yield the best results.

Get Ahead by Getting Emotional (IO Psychology)

Topic: Leadership, Emotions Publication: Journal of Applied Psychology (NOV 2012) Article: Looking Down: The Influence of Contempt and Compassion on Emergent Leadership Categorizations Authors: S. Melwani, J.S. Mueller, J.R. Overbeck Reviewed By: Ben Sher, M.A. Do you want people to think of you as a leader?  Do you want to