MARCH'S RESOLUTION ROUNDUP - Managing Bad Customer Behaviour
Saranne Segal
Conflict Resolution Consultant | Workplace Investigator & Mediator | Trainer | Lawyer turned Workplace Expert | Restoring Harmony & Ending Toxicity
The recent release of the employer gender pay gaps by the WGEA shone the spotlight on some of Australia's largest employers. The worst offender had a median base pay gap of 53.5%. This International Women's Day, it would be great to see fewer pink cupcakes and more commitment from employers to improve diversity at senior levels. Without this fundamental change centred within the culture of a business, the gender pay gap will not lessen.
IN THE NEWS
Research from the Institute of Customer Service has shown more than half of customer-facing employees report increased incidences of abuse since the start of the pandemic. This article will help you understand the reasons behind the behaviour. READ NOW
ON THE BLOG
Frontline workers in service roles are used to bad customer behaviour. The negative emotions that arise from these incidences can have unintended knock-on effects on the overall quality of customer care employees provide. Get tools and strategies for dealing with rude people in my latest article.?
OVER ON THE PODCAST
Bad behaviour isn't limited to customers. Most of us have dealt with difficult people in our workplace too. Revisit my episode with Tessa West- an Associate Professor of Psychology at New York University. We discuss dealing with the different types of jerks at work and practical things you can do to improve the situation.? Listen and subscribe to 'Peace at the Water Cooler' HERE.?
领英推荐
Book ServiceTalk: Mastering Tough Conversations in Customer Care
This workshop is designed especially for the travel and hospitality, hotel, retail and healthcare industries. ServiceTalk goes beyond the basics - it is your team's guide to mastering not just the art of handling difficult customer behaviour but turning those moments into opportunities. Equip your employees with savvy strategies and effective tools to elevate every customer interaction.
Cheers to a successful month!?
Saranne Segal
Keynote Speaker at David Lindsay Integrated Health and Vitality
8 个月Sounds like some hot topics at the moment, well done Saranne Segal . Much needed in these turbulent times
Award-winning Entrepreneur, Consultant & Leadership Specialist | Transforming Teams & Leaders with Proven Strategies for Success
8 个月Fantastic initiative! Saranne Segal March's Resolution Roundup sounds like a must-read.
Sales Psychology Strategist | Top 20 Women in Business 2023 | Certified Master Neuroplastician? | Helping curious entrepreneurs accelerate using the power of Psychology, AI & Neuroscience | Author | Harvard Graduate | ??
8 个月Fantastic cause to get behind, Saranne Segal!
Multi-award winning BUYERS ADVOCATE delivering your dream property with 100% success – fast | People and property GPS navigating you through misinformation | Post-grad educated | #1 Buyers Agent in Australia 2023
8 个月That sounds like an incredibly insightful and empowering roundup for March, Saranne Segal. ????