Thriving Under Fire Blog

JetStar Riles Passengers

Posted by John Faisandier on Mar 21, 2014 10:18:56 AM

Jetstar, the budget airline has begun operating in New Zealand with budget style customer service. The DomPost reported that when passengers turned up one minute late for the 30 minute check-in they were not allowed to board the plane. Fair enough except the staff did not know how to break the bad news to their customers. "They were so unhelpful - the man who took my ticket just said, 'Yeah, we've shut it'. I wouldn't have minded if they were apologetic". And that is the rub. Even when you have to deliver bad news to your customers, if you are at least apologetic the damage won't be so bad. By being apologetic you recognise that the customer is having a hard time with your decision and that helps keep the relationship positive to some degree.

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Topics: customer service, Difficult customers, Jetstar, Uncategorized

Judges Comments about Award

Posted by John Faisandier on Mar 20, 2014 12:44:44 PM

The TUF: Thriving Under Fire programme was honoured at the recent New Zealand Association of Training and Development Education Trust Awards when John Faisandier received the Training Award for Facilitation/Delivery.

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Topics: Blog, sensitivity, Agitated, feelings, Judges, staying calm, Training Award, Uncategorized, Upset

Alan Duff does a rant

Posted by John Faisandier on Mar 20, 2014 12:29:45 PM

Alan Duff does a “rant”. He claims to the judge in the Taupo court that this is not aggressive. It is just a rant. The policewoman involved in issuing him the speeding ticket certainly thought he was aggressive.

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Topics: Angry, Upset People, Aggressive, Alan Duff, Law, Rant, Uncategorized

Managing Emotions

Learn to deal with difficult customers, colleagues, family and friends

You probably didn't learn these skills at home, and I bet school wasn't much help either. You can develop the skills and understanding to manage the everyday emotional communication challenges through the regular postings on this blog. 

You can:

  • Access free tips to help you
  • Change the way you interact with people
  • Learn to stay calm and in control
  • Build more satisfying relationship
  • Be more relaxed in yourself
  • Enjoy your work more

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