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Handling Difficult Customers

Customer service is a necessary position in the job world today.  It helps companies give customers what they want and what they need. Although many customers can be difficult, with the right training, skills and knowledge, any difficult customer can be handled properly and effectively.  With a positive attitude you can effectively deal with the most difficult customers and both parties can end the conversation satisfied.  In our next series of Blogs, we will share some of the ideas we look at in more detail on our handling difficult customers workshop and excellent customer service workshops.

The Right Attitude Starts with You

Keeping a positive mental attitude in the face of difficulty isn’t easy. In fact, according to psychologists our brains seem to be hardwired to focus on the negative, as studies have shown. However, here is some postivity to focus on: many studies have also demonstrated that cultivating an “attitude of gratitude” and engaging in regular exercise and meditation can have dramatic effects on our sense of well being.

Be Grateful

It’s natural and easy to focus on the negative things that happen in our lives. When a reckless driver cuts you off on the road, your pulse races and your adrenaline begins to flow. Maybe you start to shake and it’s likely that this feeling will stay with you for a while. All too often, the good things in life escape our notice. Whether it’s the person who greets you with a smile or the one who holds the door open for you. Taking note of the good things in your life involves a conscious decision, but it has a huge payoff. Oprah Winfrey once noted that the single most important thing she’s ever done was to write five things that she’s grateful for in a journal at the beginning of each day. And the science backs her up. Psychologists from the universities of California and Miami performed an experiment in 2003. The results found that keeping a daily journal of what you’re grateful for can increase your own sense of wellbeing throughout your life.

Make Gratitude a Habit

Sustaining a positive outlook requires consistent practice. If, by taking a moment to note what’s going right, you get a good feeling, imagine the cumulative effect of doing so daily. In order make this sustainable, you must cultivate a habit.

Forming a habit:

Invoke Inner Peace

Cultivating positive thinking is also a process of invoking inner peace within. Here are some ways to do so:

Case Study

Monica was experiencing some big challenges in her life. She had just graduated from college with a mountain of student loan debt. She had no job, even though she had been looking for months. Her savings were dwindling fast, and to top it all off, she had a nagging toothache and knew a trip to the dentist would cost a small fortune. When she thought about all the problems facing her, she became overwhelmed. She grew depressed. Her life consisted of wasting away on the sofa watching daytime TV. When she saw the episode about gratitude on Oprah Winfrey, Monica decided to give it a try. She did have some things going right in her life, after all. She now had a degree. She had a working car. Best of all, Monica had family and friends who encouraged her, including a professor who was willing to recommend her for an office job. The more she focused on what she did have, the better she felt. In fact, instead of feeling depressed over everything that lay before her, Monica started to feel enthusiastic about the potential the future held.

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What our clients say...

“Karen Froud-Murray of Vital Spark Consultancy presented our Receptionist Training for White Cross Vets’ 2nd Congress.  It took place over a full day and was an interactive session with our Group Receptionists.  Karen was very professional and made the training enjoyable.  Each part of the session made you think about the role you play as part of the White Cross team, and how you could adapt to improve.

I would highly recommend Karen and would definitely invite her to present for us in the future.”

Karen Lawrence
Administraton Manager
White Cross Vets


“Karen is professional and customer-centric. She has a positive, forward-thinking attitude and is an excellent trainer. Whether working on a one to one basis or with groups Karen inspires others to achieve their very best.”

Wendy M