Chapters...
1: Your Role in Interacting
with the Public, or "Hey, I Didn't Sign Up for This!"
2: The Filters
We Wear and the Snap Judgments We Make
3: The Art of Shaping Outcomes
4: The Art of Setting the Tone
5: The Martial Art
of Customer Service (verbal aikido moves)
6: Why Customers Get Angry
7: The Secret Life of Words
8: Positively In-Charge
9: Recovering
10: A Culture of Caring
Woven into the chapters many important verbal aikido moves that help subtly disarm a difficult customer
so that we can work with them. They are:
- Remember why
customers get upset
- Raise customer esteem
- Don't instigate or elevate anger
- Remember why customers get upset
- Raise
customer esteem
- Don't instigate or elevate anger
- Pacify
- Avoid words that flip the anger
switch
- Be assertive, not aggressive
- Survive saying "no"
- Stabilize quickly after
a very bad, difficult, or simply odd interaction
- Help coworkers during
difficult interactions
- Give and get respect
- Fortify team work
- Trash triangulation
- Go to the coach!
- Infuse the culture with
caring
The Appendix contains clear instructions on how to use
the workbook in your shelter and clinic as well as helpful suggestions from 5 shelters where the workbook was successfully
tested. We're also happy to talk to you over the phone
about the best ways to use the workbook in your particular situation and shelter.
| Hold me...........forever! |
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