Thriving Under Fire Blog

Two keys for good relationships and customer service.

Posted by John Faisandier on Apr 12, 2017 4:11:04 PM

The two key things that make a successful long-term relationship and help in customer service.

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Topics: Emotional intelligence, Upset People, Difficult customers, Emotions, Relationships

Improve your Emotional Intelligence

Posted by John Faisandier on Oct 4, 2016 1:59:38 PM

Emotional Intelligence (EQ) a concept first coined by Daniel Goleman, can be learnt and improved.

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Topics: customer service, Emotional intelligence, Physical Reactions, Upset People, Difficult Conversations, Difficult customers, Emotions, Self-Care

Say 'NO' to zero tolerance in customer service

Posted by John Faisandier on Oct 4, 2016 1:56:27 PM

In a recent review of the TUF Online Training program the writer was pleased that I did not advocate zero tolerance: not letting customers swear or show any kind of aggression. Organisations with a zero tolerance policy towards customers tell people not to swear. If the customer persists in swearing they terminate the call or stop serving them and ask them to leave the premises.

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Topics: customer service, Upset People, Difficult customers, Emotions

You don't have to fight!

Posted by John Faisandier on Sep 13, 2016 11:32:53 AM

The biggest challenge in dealing with difficult situations is to first of all manage your own emotional reactions to them. It is easy to see the other person as difficult and to blame them for your uncomfortable feelings. Acknowledging and accepting your own feelings to yourself is an important first step to making a positive response to someone who you find challenging.

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Topics: Physical Reactions, Upset People, Difficult Conversations, Difficult customers, Emotions

Computers can't do customer service...

Posted by John Faisandier on Jun 22, 2015 2:04:24 PM
Computers just don't get it!
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Topics: customer service, Acknowledge Feelings, Emotion, Physical Reactions, Upset People, Difficult customers, Emotions, Listening

Turning towards, against or away

Posted by John Faisandier on Feb 11, 2015 1:53:14 PM

Three actions that help or hinder happy holidays.

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Topics: Physical Reactions, Upset People, Emotions

Hearing the unspoken request

Posted by John Faisandier on Mar 24, 2014 1:04:45 PM

Another missed moment at the luxury resort which said they were ‘all about YOU” 
The housekeeping staff were very friendly and pleasant of course. When my wife mentioned to the cleaner that there were bits of white fluff on the carpet from something we had dropped she replied "Don't worry, I'll give it a good vacuum when you go".

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Topics: customer service, Emotion, Upset People, Listening

It's all about YOU - the customer, Yeah Right!

Posted by John Faisandier on Mar 24, 2014 12:39:45 PM

I recently stayed at a luxury resort as a birthday gift from my family. It was a lovely place and we had a relaxing time except for one thing that I was struck by.
Their by-line was "We're all about YOU". Great I thought, I will be looked after here.

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Topics: customer service, Acknowledge Feelings, Emotion, Upset People, Listening, Reactions

Post-earthquake training

Posted by John Faisandier on Mar 24, 2014 11:28:28 AM

I have just returned from Christchurch where I presented a free seminar for businesses and organisations on dealing with angry people in post earthquake Christchurch.
Participants from many sectors recognised the same stresses in their staff and customers.

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Topics: customer service, Emotion, Upset People, Difficult customers, Distress, Feedback, Natural Disaster, Reactions, Stress, Thriving Under Fire

Survivors need to talk — we need to listen

Posted by John Faisandier on Mar 24, 2014 11:12:55 AM

My nephew Scott Garvie, a Wellington plumber (see Scotty’s Potties), volunteered to work for a week in earthquake-stricken Christchurch. He discovered that people needed to talk even more than they needed their plumbing fixed — and listening became harder than fixing their toilets! My own experience of talking on the phone with friends from Christchurch confirms this. People who have gone through severe shocks, like the earthquake, desperately want to talk about their experiences.
This makes being a good listener so important.

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Topics: Emotion, Upset People, Distress, Grief, Listening, Natural Disaster, Reactions

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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