STEP NINE
Keep It Cool When Things Get Hot
OVERVIEW
- What pushes your buttons?
- Recognize the stages of rage
- Dealing with difficult people
- The negotiating process
After all you’ve tried and all you’ve done, after all you’ve “given” and all you have endured, it’s still possible that there’s a customer or two who just drive you up a wall. It may seem that no matter what you do, nothing will please them.
There is no way you will be able to please everyone 100 percent of the time. This is just a fact. However, you will be able to please most people, and if you know a few tips about how to work with customers who get angry, you might even be able to please the few people who seem unreachable.
What Pushes Your Buttons?
If someone were to “come ...
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