Look for the positive qualities in your client's negative behavior.
Feelings have more to do with the story you tell yourself than the facts.
Do an evening review at the end of the day to reflect on what went well, and what you'd do differently next time.
Get in touch with your passion and put it to work at work.
How you think about your customers influences how you respond to them.
Thank your customer for complaining and mean it. Most will never bother to complain. They'll just walk away.
Optimists move through life with a happy exterior. What happens on the inside shows up on the outside.
Customers are human and humans can view situations in unexpected ways.
Truth builds trust.
When you depersonalize abrasive behavior and see it as a call for help you become a catalyst for the best kind of change.
People who work in an environment where doing their best is recognized have a better chance of feeling good about their work.
Moods can be contagious. Don't catch or spread a bad mood.
Notice the difference between being in control and needing control.