Psychology Archives | Page 7 of 12

How To Handle The Toughest Online Complaints

Supporting your customers does not always make you right, but it is about making things right. You are more likely to keep your customer if your resolved a situation fully. Deal with the toughest online complaints by following these tips:

Keep It Subjective

In my experience as an Administrative Officer, email scripts were extremely helpful. I answered queries and complaints with ease as we had several fixed templates in our repertoire. However, customers get frustrated after opening a generic email where some questions were left unanswered. This is why your reply must be tailored to the problem of your customer.

A good trick to try is to “copy and paste” the entire content of your customer’s email. Break it up into workable chunks in order to address every issue. This way you will be able to ensure that you respond appropriately to every paragraph.

Not Too Late To Say Sorry

No business is spotless or perfect. Instead of concealing your flaws, it is best to own up to them. Acknowledge your mistakes and think of the potential solutions. Perhaps, you can offer a voucher or discount as compensation.

Post a sincere apology as people will be quick to realize if your apology is scripted. Show your humane side by seeking a natural tone. Translate this tone as you type your message.

Image Credits: pixabay.com

Provide Peace Offering/s

As I said above, you may provide applicable compensation. It may be in the form of discounts, vouchers, coupons, refunds, free merchandise, and free classes. Do not hesitate to shower your customer with compensation after a failure in product or service.

A research showed that 58% of complaining customers who received a gift in the mail were delighted. This goes to show that your efforts will be rewarded with increased customer confidence and satisfaction.

Conversations Must Extend Offline

Polarization, the emergence of two views that drive groups apart, occur when conflicts are stirred in public. All communications on social media platforms are in the public eye. Instead of allowing negative comments to flood, deal with the issue offline. Directly communicate with the significant person face-to-face.

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Doing so will prevent the situation from escalating. Stay calm, firm, and polite during the encounter.

Sources: 1 & 2

Do You Have These Harmful Attitudes About Money?

Having a wrongful attitude toward money can cost you in the long run. The earlier you alter your belief system, the sooner it will pay off. Here just some of the attitudes that you can slash off:

“MONEY IS NOT VALUABLE!”

If you relieve the weight on your finances, you may start spending carelessly. Saying money does not matter is like saying that you can live in Singapore without having to work. Money is valuable as it lets you exercise choice. You can choose to change jobs or to retire early. It helps you to afford the options that will change the way you live.

“I WILL REMAIN FINANCIALLY ILLITERATE.”

Just because you never attained a “Diploma in Banking and Finance” does not mean that you cannot learn to manage your wealth properly. Having the negative attitude that you are not good with money can increase the fallout in your finances. This ideology is more common than you think.

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According to Kathleen Kingsbury, a financial author and money coach, women typically complain about being too stupid to learn about finance. This is not true! Since women learn by conversing, realize that your lack of financial knowledge is due to the lack of socialization related to money. An individual may join an educational club about personal finance as a solution. These matters can be applied to main as well.

“IT IS NOT POLITE TO TALK ABOUT MONEY.”

As we live in a predominately Asian nation, talking about salary or money in general is taboo. This may lead to poorly equipped individuals. You see, money has been a source of many conflicts. This is why most people skip this topic.

The downside is blatant ignorance. It is your duty to separate money facts from fiction. To get your facts straight, you must search for answers. You may not get the right information if you remain silent. People may not be able to help you in huge monetary decisions too.

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Do you have these harmful financial attitudes? Perhaps, it is time for change.

Sources: 1 & 2

How To Deal With Difficult Co-Workers

In this day and age, you can choose to create a massive wardrobe. You can choose to befriend the people who inspire you. Oh! You can even handpick the gender of your baby.

However, you usually cannot choose the people whom you will work with.

The fixed structure of the workplace allows you to interact with all sorts of people. Every workplace has toxic workers. It is inevitable! Dealing with these difficult people is challenging, yet very rewarding. Increase your positive coping skills by absorbing these tips:

Rise Above The Negativity

Some people love to create a bubble of negativity above their heads. They complain about almost every topic that exists. They feel overworked and underpaid. They do not like their bosses. Nor do they enjoy their jobs. They think their careers are on the brink of destruction!

If you are surrounded by Negative Steve and Negative Betsy, you have two moves up your sleeves. You can either avoid the negative bond or hear the person out. Avoidance is acceptable in this situation as you do not want to create a parasitic relationship (i.e., where one is dependent on the other). Take in the essence of what Tony Chatman, a corporate relationship professional, once said.

“If you bond with someone on a negative issue, they will feel that they have found a partner in their distress, and they will look for you every time they feel something negative.”

My significant background in Psychology supports these ideas. Once you bond with the negative co-worker and stimulate his or her rants, you act with validation. You make the person feel right and that the behavior is acceptable.

The other path opposes the first strategy as it employs active listening. You can initially listen to the complaints of the negative person. Decide whether these claims are legitimate or not. If so, offer assistance to solve the present problem. Know your limitations when giving advice. Suggest reading credible books, attending informative seminars, and consulting the professionals in the company’s Human Resources Department.

Prevent The Spread Of Infectious Gossip

Do you ever wonder how your every tiny mistake reaches your boss? Or, perhaps you are wondering how your embarrassing pictures reached the company’s Facebook group. Search no further than the Office Gossipmonger. Gossipmongers cannot keep their mouths shut when it comes to bad news. Instead of offering help, they seek to lower your credibility to stay ahead of the workplace hierarchy. They love to blabber about different stories as long as it does not involve them.

To prevent the spread of the infectious rumor, you must hold back on the private things about your life. Do not disclose an information that you do want others to know about. Remember that everything you say may be used against you. Donna Flagg, the author of Surviving Dreaded Conversations, highlighted that you must: “keep a safe distance so as to avoid getting sucked into the toxicity”.

As with anyone, there is a positive side to them. You can use them as a tool to spread an important information. If you want the workplace to act upon a specific issue, relay the “confidential information” to the gossipmonger. I am pretty sure that he or she will not be able to resist the urge to spread the message right away.

Learn How To Handle The Resident Bully

Workplace bullies employ emotional, physical, or sexual attacks toward their co-workers. Examples of wrongful acts include inappropriately criticizing one’s performance and taking credit for other people’s work. Consequences of these acts include dreading to go to work and public humiliation (i.e., due to being shouted or called at).

The upcoming fact took me by surprise! Statistics found that 1 in 4 Singaporeans have suffered from workplace bullying with the top aggressors being their bosses (62%) and their clients (21%). To make matters worse, Singapore was one of the few countries with the highest acceptance of workplace bullying.

If you are one of the unfortunate targets of the resident bully, deal with him or her by reading this article.

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Sometimes, prized abilities and proper work ethics do not go hand in hand. This is why toxic or difficult people exist at the workplace. You may not control how these people behave, but you can control how you will react to them. Think about this!

Sources: 1, 2, & 3

5 Must-Read Books About Retirement

A prosperous retirement is more than just attaining financial independence. It involves finding happiness and meaning in this fresh chapter of life as well as stretching your financial resources to aid your journey.

Here are the must-read publications if you are looking for ways to make the most of your remaining years:

1. “HOW TO MAKE YOUR MONEY LAST: THE INDISPENSABLE RETIREMENT GUIDE” BY JANE QUINN

But it here.

Are you at the library right now? Check out the self-help books and other resources about retirement. You will notice that most of these books focus mainly on how to invest your money to create a potent retirement fund. The author’s experience supported this. Quinn once said: “I found books and websites on how to invest but practically nothing on how to prudently parcel your money out. If you take too little from savings, you’re depriving yourself of some of the comforts that you worked for. If you take too much, you’ll go broke.”

You see, spending your money wisely is just as important as building a nest. Find a balance between these elements by reading this book. Written in plain terms, this book explains how you can stretch your money once you are in retirement.

2. “THE NEW RULES OF RETIREMENT: STRATEGIES FOR A SECURE FUTURE” BY ROBERT CARLSON

Buy it here.

For people who are far from the retiring age or who are in the earlier stages of retirement, this gem is perfect for you. It is dubbed to be a “global book” that seeks to help its readers to wrap their minds around the whole subject. It takes a realistic look at the diverse life patterns that are emerging in the retiring Baby Boomers in the recent years.

It includes chapters that educate you about managing your fund, avoiding scams, planning for long-term care, and more. These chapters are detailed and easy to read.

3. “HOW TO RETIRE HAPPY, WILD, AND FREE” BY ERNIE ZELINSKI

Buy it here.

What makes this book shine above the rest is its Canadian humor and its focus on the non-monetary aspects of retirement. It encourages its readers to improve their physical, spiritual, and emotional well-being. It puts heavy emphasis on how to live during retirement. This is why the contents of the book are not only practical but also relevant.

4. “THE RETIRING MIND: HOW TO MAKE THE PSYCHOLOGICAL TRANSITION TO RETIREMENT” BY ROBERT DELAMONTAGNE

Buy it here.

A Psychological transition to retirement entails dealing with the emotional stress that comes with this significant milestone. A substantial part of the book is dedicated to finding the reader’s inner being to create a fulfilling life and to enhance personal relationships. Dr. Delamontagne helps us to understand our personality types as it influences how we grow toward the next stage. These nuggets of knowledge are backed by his personal experiences.

5. “WHAT COLOR IS YOUR PARACHUTE? (FOR RETIREMENT: 2ND EDITION)” BY JOHN NELSON & RICHARD BOLLES

Buy it here.

Learn about the wide array of variables that are involved in retirement as this book provides you with useful guidelines on how to be healthy, happy, and successful. There are worksheets and exercises inside for hands-on or practical learning.

Image Credits: pixabay.com

Ultimately, the authors view retirement as a crucial stage in life and not just an event that occurs when you stop working.

Sources: 1 & 2

Do You Have The 5 Traits Of A Good Boss?

If you want to succeed in running a business, you need to understand that it takes more than just telling people what to do. You must have the qualities that make you stand out from the rest.

Do not get me wrong, possessing the traits of a good boss will not make you perfect. This is because an individual must act based on these traits. You cannot preach to a crowd if you are disorganized yourself.

Fortunately, these traits can be and must be learned through repetition. Start by knowing what some of these are:

1. CONSCIENTIOUSNESS

Conscientiousness, a trait in the Five Factor Model, has long been associated with success. This is because people who are highly conscientious are dependable and organized. While, people who are low on this trait tend to be more careless, spontaneous, and laid-back.

You can easily spot this trait in the workplace. A boss with a high sense of duty comes to work on time, follows the projects’ deadlines, and avoids unnecessary absenteeism. Acting beyond what is required of you (going above and beyond) is also an indicator of your conscientiousness.

2. COMPASSION

As the noble Dalai Lama once said: “Compassion is not religious business, it is human business…”

He highlights that regardless of our status, compassion is an essential trait for human survival. It is also applicable in the workplace. A compassionate boss can create a workplace filled with people who value each other and who go thru the hurdles as a unit. After all, the Latin etymology of the word “compassion” translates to “to suffer with”. Try to practice compassion in everything that you do.

3. CREATIVITY

Some of the world’s most inspiring leaders are creative individuals. These inspiring individuals include Facebook’s founder Mark Zuckerberg and Patanjali Ayurved’s founder Baba Ramdev. In the local scene, Jeannie Chew of Soaplah comes to my mind.

The invention of the Soaplah came from Jeannie’s previous experiences with skin problems. She was troubled with eczema and other skin issues at a young age that she started making her own natural soap. In her journey to find the best solution, she handcrafted her soaps using natural ingredients such as pure essential oils with anti-microbial and anti-inflammatory properties. Her hard-work paid off as Soaplah offers a variety of soaps that can absolutely soothe even the most sensitive of skins!

Image Credits: www.facebook.com/soaplah

If you are like Jeannie, creative thinking can spark a vision or a sudden epiphany. The road to perfection comes with mistakes. It is your job as a good leader to navigate the wrongs into rights.

4. INTEGRITY

Majority of the people agree that a good boss must uphold integrity and sincerity. Integrity entails honesty in internal and external aspects of the person. It requires you to tell the truth in every situation.

For instance, an honest boss is willing to share the good and the bad news to its employees. It is because he or she knows that they deserve to know.

5. ACCOUNTABILITY

The grave responsibility bestowed on you comes with great accountability. Accountability is not only for the achievements of the company but also for its downfalls. There are no “absolutes” in business. One can never ascertain the things that can happen in the future after making a decision.

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Be fearless and accept the responsibility of your actions. If necessary, hold others accountable too.

Sources: 1, 2, 3, & 4

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