The old saying “kill them with kindness” could not be truer in a situation with a customer complaining. But rather than smile and pretend to care, genuinely let them know you are thankful they are sharing with you their complaint. Tell them that you appreciate that they are taking the time to talk to you about their concern and you want to make sure you understand exactly what they are saying. Then … actually listen to what they have to say. This opens up the opportunity for dialogue and problem solving.

One of the most common reasons for customers to be ungrateful is that they start to perceive that you and the people they deal with just don't care. Data points to the fact that customers will stop appreciating us when they feel we have stopped appreciating them. That's where a focus on customer service and customer service training pays off.

Burnout doesn’t always result from having too much to do: sometimes, it’s caused by a lack of control over your work, or by insufficient challenges in your job.

If your vocabulary is limited, nuance goes out the window.

It’s not only about using professional jargon (every industry, trade and occupation has its own); because sometimes we need to simplify it to be understood and sometimes we need to amplify it to show expertise.

But it’s also about being able to use the right word in the right moment. The right words give you the opportunity to express your manners, attitude, professionalism, empathy, courtesy…

Your vocabulary reflects the way you think! When you have the right vocabulary your ability to see, to explain and to influence becomes exponential.

You can learn how to dance. How to golf. How to use your new smart phone. You can learn a foreign language too. If you can learn to be better at something, it's a skill.

Attitude is a skill too. You can learn how to be more empathetic, effective, persuasive, service-centered and adaptable… And if it's a skill, it's yours if you want it.

Research shows that chronic workplace stress typically begins at the beginning of the workday and then escalates as the day progresses. Interrupt the pattern by creating a new morning routine. Go to a different place for your coffee. Do your administrative work before you check your emails, etc.

The hysterical customer is usually someone who feels that there is no one on "his side", he has reached the end of his rope, and you have been unfortunate enough to be at the tail end of what got him there. You may not have been the cause of all his problems, but he is nevertheless looking to you for the solutions.

Dealing with him is simple. Be patient. Listen intently. Acknowledge your understanding and express empathy.

Try it. Even if you can't solve his problem, you'll be surprised at how positively he will respond.

"A great many people think they are thinking when they are merely rearranging their prejudices..."  - William James

We all know the importance of first impressions. We also know that we will never have a second chance to make a good first impression and that impressions are sometimes easy to make but difficult to change.

Make a good impression from the start. The personalized interaction from the first contact is the perfect opportunity to show your sense of courtesy, respect and consideration towards your interlocutor.

• Do you demonstrate your interest in the client?
• Do you ask the right questions and do you listen carefully?
• Are you patient, understanding and helpful?
• Are you sincerely trying to do something positive for your customer?
• Do you demonstrate you are taking in charge your customer's query or situation?

The introduction is probably the most important part of your presentation. To be effective, the introduction must produce three results:

1. Capture the attention of the audience and create a relationship.
2. Set clear expectations by stating the theme and scope of the presentation.
3. Establish your credibility.

Serving customers means accepting customers as they are and not as you would like them to be.

During a speech, to reduce the jitters or shyness, ignore the disapproving looks : watching the forehead of a spectator and not his eyes (a technique used by the "Marines" to speak to their officers ). The spectator will still have the feeling of being looked into his eyes and his forehead will not show impatience, criticism or particular emotions.

You may be so busy answering calls from your customers that you don't have time to think of the service you offer. Take time to listen to your customers and discover what they really want. Once you understand what they want, it will be easier to meet their expectations and to provide a quality service.

A theory states that doing anything over and over again gets you bored fast (like riding an elevator up and down again and again). You can do the same with a nagging thought. Repeat the worry to yourself slowly. The monotony will stop you from escalating, getting sucked into a worry spiral and will likely make your mind wonder to other more productive thoughts.

To be ready for customer contact is the step preceding any contact with a customer.  The step where you must be ready psychologically , emotionally and  materially.   It is a preparation that must be done consciously rather than to get in touch with the customer in autopilot mode.

Your experience, your knowledge, even your expertise, is insufficient to get the credibility you seek to influence others - they need to trust you. You are not entitled to trust -Trust needs to be earned!

How? Invest in the relationships, patiently contribute and demonstrate that you are credible and trustworthy… only then can you aspire to influence.

We all know the proverb: "Fool me once, shame on you; fool me twice, shame on me."  But is it really better to be safe than sorry? We often try to avoid being naive, shielding ourselves from being fooled. But living on high alert all the time is very demanding and little rewarding. By being willing to be trusting, you might get deceived again, but that’s the price of trust. If you are solid, you’ll get back up on your feet, dust yourself off and continue on your path.  

The best way to avoid the memory gap during a speech is to build a presentation whose thread takes a high degree of internal logic without requiring memorization. In case of an oversight, it should not stop the flow of the presentation to gain in completeness. The audience generally has not noticed the oblivion because the presenter is the only one who knows all the points he wants to present.

Research has shown that offering even a small act of kindness can boost oxytocin levels (known as the "feel-good" hormone). Meaning that even in a difficult situation, by choosing to be nicer, trusting or generous to your clients or colleagues, will most likely make you feel better.

Show sincere interest in active listening . Beyond listening with your ears, your eyes and your heart ...

Listen with your instinct  - Do you feel that the person is not communicating  something important ?

Ask questions - Support and encourage this person by showing him that he is worth taking the time to try to understand him.

Demonstrate sincere interest by actively listening to the whole message that the other person is trying to communicate.

• Listen with your ears - What is said and notice the key words and expressions that people use.

• Listen with your eyes - What the person does while speaking, his expressions, his gestures, his posture ...

• Listen with your heart - What emotions the other person expresses? In his tone, his volume , his flow, ...

To reach any destination, you must know where you are going to plan the best way to get there.

The use of technology to excess can blur the line between what is the message and what is the medium. "Death by PowerPoint", or "Prezi Vertigo" are all too frequent and most presentations have become mediocre. Presenters should only project material on screen that helps the audience remember the message. A powerful presenter should be able to stand before his audience and transfix them with simple words and compelling stories.

Failure is uncomfortable. Each time we encounter failure, we learn about ourselves and what we have to overcome. Failure doesn’t mean that you failed but that your plan failed.

Playing unleashes creativity and innovation. It allows us to relax and energizes us, which helps us to discover new ways of thinking and solving problems.

The distinction between "Loving your work" and "Loving working."

"I love my work" refers to enjoying the activity and the work itself. "I love to work" is rather enjoying making efforts, to confront, to learn, to excel, to give meaning to our work and allows for full self-realization.

When we love working we are absorbed by our work and we do not feel like we are working.

The customers are the judges. These judges expect you to score high in your performance. If you are to successfully score 10’s with your customers, you must be willing to commit time, energy and effort.

Whether you are speaking to a large group or having an individual meeting, your oral presentation is a key communication tool. You can be an expert in your field, but if you cannot convey your ideas, you will unlikely succeed in influencing your audience.