Why I love the worst case scenarios?

This is because they hold the key to create truly incredible service. Think about it this way: there is a lot of bad service out there, and most of it happens because people who serve the public constantly fear the worst, and then react to everyone from a defensive posture.

Scratch he surface of the most disengaged people who serve the public, and more often than not only you will find fear lurking there. They feel alone and vulnerable on a very public stage, worrying about when the next customer will leave them twisting defencelessly in the wind.

When service providers don't bother to ask you what you want, it is often because they are afraid they won't be able to handle what you tell them. Then when they tell you "No" for an answer, they are hiding behind their policies because they have no idea how to negotiate with you. Although it is an "in" thing for service providers to wear tags like "May I assist you", they are praying very hard that you will just go away creating as little damage as possible. When you ask for the manager, they often pas you o to someone who is frightened and as clueless a they are.

How do you change this fear in you?
By learning skills that hostage negotiators, crisis counsellors, psychotherapists and police officers use in their worst situations. When  people learn these skills, everything changes. They become supremely confident in any situations. They can really engage customers because they know hey are able to lean back on these communications skills for anything someone might throw at them.

There is one more reason for learning how to handle your worst customer situations. these skills will affect the rest of your life in a big way. They will change the way you communicate with your supervisors, your co-workers, your children and your life partner. When you know how to make it safe to talk about anything, you get an added bonus of trust, intimacy and goodwill that fundamentally changes your relationship with others.

You just need to look t your worst case scenarios differently, with an open mind, and be willing to put these techniques to work. They take practices but in time to come, they will become part of you. You will slowly discover that your worst customers can become the best friends your service career ever had, like I always say that all my complaint customers ended up being my friends.