151 Quick Ideas to Deal With Difficult People

26Monitor Phone Calls for Difficult Employees

I called a small-business owner for an interview. I got his name from a trade group that said he would be perfect for my story. Well, he might have been, except for his receptionist. When I called, she said he wasn’t in. She didn’t offer to take a message, but instead, she asked me to call back. She apparently didn’t think the call was important enough to note. I passed on her boss. Some companies pay public relations people a lot of money to get exposure. That company could have gotten it free.

Assignment

Put together phone scripts that your employees should use as guidelines when speaking with customers.

Front-line employees, who deal with your customers wield enormous power. With a poor attitude, ...