KCSpeaks

A couple of weeks ago there was a heat wave in the Northeast. This heat wave brought two straight weeks of 100 degree heat and humidity. One day in the midst of this, I decided that I needed a break from the air conditioning and ventured out for lunch. I visited a fast-food sandwich chain (that shall remain nameless) where you can create your own sub sandwich with a choice of bread, meat, and vegetable toppings.   Upon arriving, I noticed right away that it was hot when I walked in. Then I noticed the big line and the sandwich makers looking stressed out. I waited on the line and listened to all the issues. In front of me there was an owner of a landscaping company that was taking his crew out to lunch. The men in this crew were all hot sweaty and hungry. There was no relief from the brutal heat in this restaurant. After all the men got their sandwiches, I heard from the worker at the cash register that not only was the air conditioning broken, but so was the ice machine for th...

Difficult people, challenging customers, angry yellers- call them what you want, but at some point everybody gets to work with one of these folks eventually.   The other piece is just when you think that you are free of this one person, a new person that is the same or worse comes across your desk. Ever feel that you are a target for this.   It’s a cycle that you can’t get out of, leaving you frustrated, dreading coming to work, ready to quit, thinking about jumping off a tower, or thinking you never should have quit that job at the toxic waste dump. So what can we do to work with people that push every button we have? We need a plan. Yes, a plan! Why do you need a plan? §   To keep the contact with the customer on track towards accomplishing a goal- the goal of the contact or the bigger goal §   To keep the encounter with the customer professional, so everyone customer and workforce development professional alike say cool-headed. Part of your plan ...