psychology

“Shoulding” All Over Yourself and Misguided Self-Help Myths

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Word of the Week: Should The word of the week is should, a popular topic in self-help circles. That probably seems a little odd, but here’s why it’s the word of the week. Janet, my wife, and I were talking about the direction of her professional life. Like millions of others, her life has been […]

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If a Customer is Reluctant to Try a New Product: How to Support the Reluctant User

What can you do if a customer is reluctant to try a new product? Customer care skills often hinge on being aware of the psychological and social needs of our customer or end-user. In a recent training session, several of the students (client service agents) talked about a user who might sound familiar to you.

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