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Geregistreerd op: 18 Okt 2018
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 Geplaatst: 26-05-2020 09:07:33 Onderwerp: can look back on certain |
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One of my worst mental habits is over-generalizing; I admit it.
When I'm trying to drum up business Falcons Sean Harlow Jersey , and I get rejection after rejection, I'm tempted to tell myself, ?Gee, they're just not buying out there, today!?
Well, that's just plain foolish, isn't it? ?They? or at least some of 'them? are certainly buying something. I just haven't found them yet, right?
Customer service reps also over-generalize Falcons Duke Riley Jersey , especially when they encounter a form of rejection specific to their work. Often it's called conflict or anger or simply gathered under the heading of 'dealing with difficult customers.?
Conversations get ragged and emotions fray, and people's voices start to elevate while faces flush. It's not a happy time, to be sure.
But really, how often does this kind of ?bad call? happen?
I've done some surveys along this line and I can tell you this: Most people over-generalize when it comes to quantifying the proportion of their conversations that are negative or filled with anger or conflict.
When you ask reps, you'll frequently hear numbers up to ?80%.?
When the same reps? calls are monitored for customer negativity, anger, or conflict, the truer proportion is closer to ?5%.?
Why the gap?
A few reasons come to mind:
(1) CSR's and their supervisors crave respect Falcons Takkarist McKinley Jersey , and one way to elicit it is to be seen as heroically handling one tough situation after the next.
(2) It seems a part of human nature, and possibly a deeply rooted survival mechanism, to overvalue negative feedback from our environments. That which is wrong and threatening gets our attention more than what's normal or even comfortable.
(3) Memories are selective. I can look back on certain seminars that I've taught where 99% of attendees raved about them, but 1% griped in their evaluations. Guess which ones I remember from those programs, weeks and months later?
(4) Conflict is juicy, interesting, and provocative. Secretly, some people like it because it keeps them awake and on their toes Falcons Isaiah Oliver Jersey , adding drama to an otherwise routine task. For this reason, some reps unconsciously provoke negative response from customers. (If you think this is crazy, like firefighters setting blazes for the thrill of watching or snuffing them, see the fine movie: ?Backdraft.?)
Of course, there is a very practical hazard in over-generalizing about the amount of flak we're facing. We're more likely to develop the bad habit of 'ducking? to avoid it, even when it isn't there.
We'll approach calls sounding defensive, ourselves, expecting fights where they wouldn't occur Falcons Calvin Ridley Jersey , otherwise.
And can you guess what happens when we sound defensive, especially at the beginning of conversations? Customers ECHO it back to us, and we think they 'started it.?
So, if you're a manager, do your own audit of transactions and note for yourself how the perception of rampant conflict is exaggerated. Then share this insight with reps.
This might reduce their stress and defensiveness, and once this happens, your customers may follow suit.
The Preakness Stakes is the second leg in the prestigious and elusive Triple Crown. In this twenty-first century of thoroughbred racing, trainers do like to race their horses without 4-5 weeks rest time in between starts.The Triple Crown is the one area of racing today where trainers will make an exception to that rule. Why? It’s quite simple Falcons Alex Mack Jersey , really: the Triple Crown is a great lure to owners, trainers, and jockeys alike because it is the hardest achievement in all of horse racing, and the surest way to achieve immortalityhe current number of years without a Triple Crown winner stands at thirty-four, the longest drought in the history of the sport thus any are saying that there will never be another Triple Crown winnhere had been a twenty-five year drought, and many were saying the same thinittle did they know that 1973 started a run of three Triple Crown sweeps in only six years!
Most trainers of Kentucky Derby entrants will not race them in the Preakness Stakes unless their horse wins the Kentucky Derby. The reason for this is that the Triple Crown races are spaced over a period of only 5 weeks. The Kentucky Derby, run at ten furlongs Falcons Vic Beasley Jr Jersey , is always run on the first Saturday in May, the Preakness Stakes, run at nine-and-a-half furlongs, two Saturdays after the Kentucky Derby, and then the grueling Belmont Stakes, run at twelve furlongs, three Saturdays after the Preakness.
If their horse does not win the Kentucky Derby, trainers see little reason to run their horses with such little recovery time in the Preakness because there is no Triple Crown on the line Falcons Matt Ryan Jersey , and as such, no real reason to run, even though the Preakness Stakes does offer the largest purse of the three races in the Triple Crown series, there are many other races run in the United States that are more lucrative. So, wl just have to wait and see whether Union Rags, Hansen, or Creative Causeway all end up in the starting gate at Pimlico two weeks after the Derby.t sure would be great for thoroughbred racing if they did.
How many times have you heard “fundraising is a scam”, “fundraising platforms take all the money” or worse “fundraising requires you to pay interest”? If you answered- “I cannot remember” Falcons Devonta Freeman Jersey , yes we feel you.
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