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Friendliness

“It’s easy to be friendly to nice people, but how do you deal with angry customers? If you depend on the mood of the other person, you’ll be limited in who you can connect with.  The test of friendliness is the ability to be pleasant to someone who is being unpleasant to you.  Instead of fighting fire with fire, try responding to negativity with positivity.  It may not change the other person, but it will keep him or her from changing you.” – Mark Sanborn in Fred 2.0

This not only works for customers but for all relationships.  Changing a negative encounter into a more positive one can be turned fairly quickly with a pleasant response.

Renee Madison, MA, LPC, CSAT is a counselor in Colorado.  She can be reached for appointments at 303-257-7623 or 970-324-6928.
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