- How would you describe the customer service standards in your country?
- What are your expectations of a company’s customer service?
- mistreat /mis-TREET/
- deal with /deel with/
- routine /roo-TEEN/
- lose your temper /looz yoor TEM-per/
- agent /EY-juhnt/
[verb] – to treat a person or animal badly or cruelly
People who mistreat pets must not be allowed to have them.
[phrasal verb] – to talk to someone or meet someone, especially as part of your job
They have to deal with rude customers almost every day at work.
[noun] – a usual or fixed way of doing things
Meditation is part of Aira’s morning routine.
[idiom] – to become very angry
Don’t lose your temper on little things.
[noun] – a person who acts for or represents another
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Reena B. Patel, behavior analyst and psychologist, explains that routine changes may cause anxiety and tension. “You walk into a restaurant for breakfast thinking you’ll get seated in 15 minutes and instead you’re waiting for 45; now, your whole routine is shifting, and the stress is building up,” Patel explains. The good news is that there are ways to either completely avoid explosions or, at the very least, reduce them quickly. You might as well get up 10 minutes early to allow yourself some breathing room in your schedule so that you can manage it. By adjusting your coffee order or walking to lunch rather than taking the train, you can also practice and improve your flexibility. When you eventually lose your temper, use “we” instead of “you.” “Ask the customer-service agent, ‘how can we solve this problem? ‘” says Patel. Lastly, call them by their names. It serves as a reminder that they’re humans, too.
Before you lash out at someone, recognize that you could already be stressed and try to relax. “It’s as simple as just being mindful,” says Patel, “and stopping and thinking before you respond is really important.”
- According to research, since when has there been an increase in service staff abuse?
- What causes anxiety and tension, according to Patel?
- What can we do to make sure we can accomplish our schedules?
- What should we use instead of “you”?
- What must we do before we lash out at someone?
- What situations make you impatient?
- What do you do if your schedule does not go as planned?
- If you were a service staff, what would you do if you were mistreated by a customer?
- Is it acceptable for a mistreated service staff to argue with a customer?
- What kind of regulations should be implemented to protect service staff from rude customers?