Business Intelligence

Keeping Your Cool When The Customer Gets Hot

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Executive Summary

A day in at the office can be filled with joy and satisfaction or it can be frustrating and stressful. When things go wrong, some people lose control. Holding emotions in check and reacting professionally while under fire is not always easy. It is particularly difficult to be nice to people who are not being nice to you. So what do you do to keep your cool when the customer is chewing you out? Most of the time, the customer's dissatisfaction is not even your fault. It could be that the problem was with a product or a service delivered by someone else in your organization.

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