Are you the dog?

In sales and customer service the "kick the dog" syndrome is an occupational hazard.


Most of the time you are the dog as the customer  service person.

The  "kick the dog" syndrome is where the boss shouts at the secretary, the secretary shouts at her husband, the husband shouts at the kid and the kid kicks the dog. What did the dog do?
Nothing!
Often the reason customers are in a bad mood is all the other "stuff" that has happened in the day.
If you can turn that mood around you have begun developing a good relationship.
 

Richard Riche does motivational key note addresses for corporate functions and schools. He is a  Communication trainer, Motivational speakerand Self-esteem trainer