Mark McPherson | dealing with customers

How to tell someone their behaviour is unacceptable: the FEWER script

Being Diplomatically Assertive is the key Sometimes we need to tell someone their behaviour wasn’t acceptable – what they did was against the rules,...

How to Master Tough Conversations. The Golden Rule: Only Use Facts. (It’s harder than you think.)

First, the video (It has captions so you can watch it without disturbing others.) Second, the transcript. What's the one thing? Hi, I'm Mark McPherson. After...

The Complainer: one of the 52 types of difficult people.

#41: The Complainer We've all complained about something, right? Have you ever said to someone you’re unhappy about something? And gone on to say you...

The six essential ingredients for delivering a brilliant customer experience. Have you got them covered?

I'm on holidays I couldn’t be happier. I’m on holidays and sitting in one of my favourite cafes. And I’m looking forward to relaxing...

The Patronizer: one of the 52 types of difficult people.

#37: The Patronizer: a devil in disguise. The Patronizer is condescending. How’s your little job going? It was a Saturday morning and as usual I was...

Violent: one of the 52 types of difficult people.

#52: The Violent type. He caught everyone by surprise He marched in, fired off a volley of abuse and pushed over the water cooler. He...

Five ways to give people some acknowledgement and recognition

Giving acknowledgement is more than just a nice thing to do. Giving people some acknowledgement - for their efforts, deeds and achievements, for their...