by Sue Anderson | Sep 8, 2018 | Unshakeable
While serving some customers is a pure joy, other customers can really push our buttons. If you work in a customer service industry, it is understandable that at times, you experience certain customers as annoying or irritating. After all, you are human, not a...
by Sue Anderson | Aug 30, 2018 | Unshakeable
Hi Sue I just finished an escalated call and whilst hearing the customer rant, I was thinking about our coaching. I finished the call feeling calm and quite proud of myself and my colleague said ‘Hey Emily, you handled that call really well’. My reply was, ‘I chose to...
by Sue Anderson | Aug 17, 2018 | Unshakeable
Do you get to the end of the day and feel like you are exhausted from being polite to angry customers, go home and you have nothing for your loved ones? You are not imagining it. In 1983, *Arlie Hochschild termed the phrase “Emotional Load” to describe...
by Sue Anderson | Aug 17, 2018 | Unshakeable
With the ever-increasing focus on our mental health, many people have attended some kind of ‘Resilience’ training in their workplace. Some programs are fabulous, yet others fail to hit the mark. Just how useful is this training? Can you really improve your resilience...
by Sue Anderson | Mar 6, 2018 | Unshakeable
Are you enjoying work right now? It’s worth thinking about, because you are probably going to be in a workplace of some sort for 50 years plus…… that’s a huge chunk of your life. And depending on your birthdate, it may be a fair time before you are eligible for a...
by Sue Anderson | Feb 14, 2018 | Unshakeable
According to Brandon Hall’s 2013 Leadership Development Benchmarking survey, 75 percent of organizations say their leadership development programs are not very effective. https://trainingmag.com/content/survey-leadership-programs-lack-effectiveness Why is this? Most...
Recent Comments