Learn how to change the programs Windows 7 uses to open certain types of files. All-in-one Mobile Workforce Management, Vehicle Tracking & Transport Management: The Paperless way to Plan, Manage, Schedule and Track your Mobile Workforce. By joining, or logging in via Facebook, you accept Change.org’s Terms of Service and Privacy Policy. Singer Songwriter, Home. Singer / Songwriter. Get cheap electricity rates and great customer service with 4Change Energy. Don't wait, start saving money on your electric bill today! Don't let difficult, angry customers control you. Learn to take control, stay cool, and remain professional in the toughest situations. If It Wasn't For The Customers I'd Really Like This Job: The Book Reviewer Praise From Amazon Readers Bacal nails it! While more are messing with the entanglements of Customer Satisfaction which leads to no where.he addresses the specifics head on and focuses on the greater picture and ultimate goal of the Customer Experience which leads to Loyalty. Excellent job! (Macy in Oklahoma, 2013) One of the best things I learned from this book is how to turn a negative experience into a positive one. Using the tools from this gem of a book I have calmed people down, turned bad situations into good, and kept customers who would have otherwise left us and written ten nasty reviews in their wake. It is so empowering to be able to do that, rather than feel awful and abused. This is a must buy, must read for people who work with customers day in and day out. Do it for your own sanity, and to help improve your own job performance and satisfaction! Meehan, California, 2012) Anyone who serves the public should have this book. It gives advice for everyone from the order taker at the fast food restaurant to higher level management. It also gives different techniques for different situations (ie retail store, office, call center etc.) I have only had this book for a few weeks and already I have improved my customer service skills. It's a wonderful tool. (Lisa S., New Jersey) Available In Print From The Following Available As Instant Download At Change Management Seven Dynamics of Change Whatever the kinds of change that people encounter, there are certain patterns of response that occur and re-occur. It is important that change leaders understand some of these patterns, since they are normal outcomes of the change process. Understanding them allows leaders to avoid over-reacting to the behaviours of people who, at times, seem to be reacting in mysterious, non-adaptive ways. Ken Blanchard, well known management consultant, has described seven dynamics of change designed to help managers better address employee reactions to change. They are worth summarizing here. People will feel awkward, ill-at-ease and self-conscious Whenever you ask people to do things differently, you disrupt their habitual ways of doing things. This tends to make people feel awkward or uncomfortable as they struggle to eliminate the old responses and learn the new. Think back to your own experience and you will discover this theme. Whether it be learning to use a computer, the first time picking up your infant, or dealing with a new reporting relationship, recall the self-consciousness that you probably felt. People want to get it right, and fear that they will appear inadequate. People initially focus on what they have to give up Even for positive changes such as promotions, or those that result in more autonomy or authority, people will concentrate on what they will be losing. As a change leader you need to acknowledge the loss of the old ways, and not get frustrated at what may seem to be an irrational or tentative response to change. People will feel alone even if everyone else is going through the same change Everyone feels (or wants to feel) that their situation is unique and special. Unfortunately, this tends to increase the sense of isolation for people undergoing change. It is important for the change leader to be proactive and gentle in showing that the employee's situation is understood. If employees see YOU as emotionally and practically supportive during the tough times your position will be enhanced and the change will be easier.
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