ABSTRACT
Table Of Contents Stop And Think ................................................. 7 Introduction .................................................... 11 Chapter 1 ...................................................... . 19 •Gaining New Knowledge ................................. 19 •Stress and Real Danger ................................. 21 •Stress and Perceived Danger .......................... 24 •Rational Thinking .......................................... 28 Chapter 2 ...................................................... . 31 • Irate Customers ............................................. 31 •React or Respond .......................................... 34 •Let Customers Vent ....................................... 36 •Your Voice ..................................................... 41 •The Constructive Dialogue ............................ .43 •Enigmatic Customers .................................... 46 •The Dreaded Morning Call ............................. 50 Chapter 3 ....................................................... 57 •How We Learn ............................................... 57 • Inviting What is Conveyed ............................. 62 •Never Give Up ................................................ 66
Chapter 4 .... ................................................... 73 •Grace Under Pressure .................................... 75 •Think Before You Work. ................................. 77 • Physical Activity ............................................ 80 • Proper Diet .................................................... 81 •Self Talk ........................................................ 83 •This Is Reality ................................................ 85 •Ten Strategies For Staying Courteous ............ 86 Chapter 5 ....................................................... 93 •Section 1 -Aggregate Responses .................... 95 •Section 2 - Sensitive & Pragmatic Responses . 99 •Survey Summary ......................................... 1 03 •Screening For The Best CSRs ...................... 104 • Leadership .................................................. 1 08 •Training ...................................................... 1 09 Chapter 6 ..................................................... 113 •Conclusion .................................................. 113 •Personal Notes ............................................. 114 Index ............................................................ 119
