https://youtu.be/HwAFMGDkHwc Dealing With An Irate Customer or Frustrated Team Member When Positively Outrageous Servicing an infuriated customer or frustrated colleague, we need emotional intelligence. The Navy Seal Creed says it all: "The ability to control my emotions and actions sets me apart from other men." ~ Navy SEAL Creed. In the last episode, we examined three emotionally intelligent suggestions to diffuse anger with an irate customer or distraught team member. Use their name, … [Read more...]

How do you regulate your feelings and respond to other people's feelings? https://youtu.be/_uNQ0cGyjmU “Emotions are one of the main things that derail communication. Once people get upset at one another, rational thinking goes out of the window.” ~ Christopher Voss There isn't a business that doesn't have difficult, emotional, or even angry customers and team members. It's not easy to converse with them, but there are emotionally intelligent ways to effectively reduce both sides' … [Read more...]