Without customers, we don’t have a business. But what can or should we do if one of our customers is cranky?
Learn why people behave how they do and how you can respond so that you can be happier and more effectively help solve your customer’s problems without getting drawn into their drama, whatever that is.
This program is based on behavioral psychology and discusses how your responses impact your customer so that you can choose a response that will help you stand your ground while still being compassionate about your customer’s problem. This is especially useful if you are an entrepreneur and your customers
The goal of this program is to help you learn how to use the science of behavior to respond professionally even in situations where the people around you are freaking out.
This course consists of several video lessons & a transcript of the lecture. It takes a little more than 45 minutes to complete.
If you want to learn how to not get drawn into other people’s drama and improve outcomes for yourself and your customers, take this course.
Welcome to the course. This short video will orient you to what we will cover and to me as your instructor
Knowing how & why you respond the way you do helps you to NOT respond negatively when negativity is thrown at you. An amazing thing happens when you can control your response. And that is that the person who best controls their response, controls the dynamic!
Interpersonal interactions are like a dance. People trade responses back and forth. In the case of a cranky customer, they are being cranky and you are responding to their crankiness and they are responding to how you responded to them. Understanding that your response will have an impact on how the other person responds is the key to interpersonal enlightenment!
Remaining calm is a skill that has to be practiced. Being calm is not something you can fake. If you just can’t respect someone, pity them instead and try to think of them compassionately. What you may just find is that when you stop treating them as if they are a threat to you or that you hate them, they will stop responding to you as if you are a threat!
This bonus lecture contains additional materials - links to more learning and links to other classes taught by the instructor - Jennifer Hancock
Jennifer Hancock is a mom, author of several books and founder of Humanist Learning Systems. She is considered one of the top speakers and writers in the world of Humanism today and specializes in programs involving applied behavioral techniques focusing primarily on how to stop bullying and harassment using science. Her insights on how to combine philosophy and science to help solve our problems more effectively have helped countless people all over the world.