Tag: Difficult Customers

What Aikido Masters Know About Handling Difficult People That You Don’t

I’m sitting at my desk reading feedback from my recent Verbal Aikido workshop. The workshop was: “What Aikido Master Know About Handling Difficult People That You Don’t” As you know, much of what I teach is focused […]

Verbal Aikido: A strategy for handling difficult customers

In my live Verbal Aikido workshops, I demonstrate the martial art Aikido and offer it as a strategy for diffusing anger. I began teaching this unconventional approach to managing conflict after having my breath taken […]

What response would you use in the event a customer starts yelling and cursing at you?

Yesterday I delivered my “Becoming a Customer Service Rockstar” presentation to a wonderful long-time client, the International Contact Center Association (ICCA). During the Q & A segment, an attendee asked, “What response would you use […]