Customer Service: Fantasy vs. Reality

How To Keep Your Customers By Dealing With Conflict

During my years as a sales and marketing executive, I learned the importance of dealing with really angry customers. Several situations where customers’ problems had been avoided and/or mishandled — causing conflict, anger and alienation — were handed to me to resolve.

I confess that the customers’ hostility and initial refusal to deal with me was daunting. Long before they would allow me to resolve their problems, I had to summon the courage to hear, understand and acknowledge their problems and perspectives. Over time, I was almost always [Read more…]

Esther C. Bleuel
MF, MFT, MDR
President and Founder
Esther is dedicated to empowering leaders and teams to improve the quality of their work and interpersonal relationships through the mastery of conversational skills. Contact Esther today for assistance with your tough conversations.

The Art Of Listening

The difference between listening and hearing remains a topic of fascination and confusion. Are they the same, or not?  Yes. There is a clear distinction, which I address in my recent blog, “Are You Hard of Listening?”

Assuming that our hearing — one of the five physical senses — is intact, listening is often the challenging part — really listening to someone else.

I discovered a presentation that was created by the Illinois Community College Board, which includes the following list, and I want to share it with you. I couldn’t have said it better myself.

The Ten Commandments of Listening*

1. Stop talking! You cannot listen when you are talking. You will only be thinking about [Read more…]

Esther C. Bleuel
MF, MFT, MDR
President and Founder
Esther is dedicated to empowering leaders and teams to improve the quality of their work and interpersonal relationships through the mastery of conversational skills. Contact Esther today for assistance with your tough conversations.