Manage it

Here are the 4 Sure Steps to Calm Down an Irate Customer:

1. Listen: Actively listen to the customer. Don’t get stuck in preparing your response that you don’t even listen to the client. Listen to their concern. Why are they saying this? What’s the actual problem they are facing? Repeat what the client says in your head. Paraphrase the main points back to him. Such that he knows that you understood the problem.
2. Take Responsibility: Take responsibility for the problem. Customer is always right, whether he is right or wrong! Take responsibility of the problem on behalf of your organization. Don’t blame it on any colleague or third party. You are the person who has the power to do something about the situation – whether you feel like it or not. So take full responsibility for the problem. Apologize.
3. Get Into Action: Ask questions to the client that force him to think. Figure out what will the solution to the problem and what’s the next action. Don’t just sit after listening to the client, take action to solve the problem.
4. Communicate: Keep the client in the loop. Communicate back your solution, the status updates on that. Keep talking till the solution is reached. Don’t leave it lose.

Self ManagementHere are 12 Principles of Self Management:

1. Live by your values, whatever they are. You confuse people when you don’t, because they can’t predict how you’ll behave.
2. Speak up! No one can “hear” what you’re thinking without you be willing to stand up for it. Mind-reading is something most people can’t do.
3. Honor your word, and keep the promises you make. If not, people eventually stop believing most of what you say, and your words will no longer work for you.
4. Responsibility comes with Accountability. When you ask for more responsibility, expect to be held fully accountable. This is what seizing ownership of something is all about; it’s usually an all or nothing kind of thing, and so you’ve got to treat it that way.
5. Be Trustworthy first. Don’t expect people to trust you if you aren’t willing to be trustworthy for them first and foremost. Trust is an outcome of fulfilled expectations.
6. Be more productive by creating good habits and rejecting bad ones. Good habits corral your energies into a momentum-building rhythm for you; bad habits sap your energies and drain you.
7. Have a good work ethic, for it seems to be getting rare today. Those “old-fashioned” values like dependability, timeliness, professionalism and diligence are prized more than ever before. Be action-oriented. Seek to make things work. Be willing to do what it takes.
8. Be interesting. Read voraciously, and listen to learn, then teach and share everything you know. No one owes you their attention; you have to earn it and keep attracting it.
9. Be nice. Be courteous, polite and respectful. Be considerate. Manners still count for an awful lot in life, and thank goodness they do.
10. Be self-disciplined. That’s what adults are supposed to “grow up” to be.
11. Don’t be a victim or a martyr. You always have a choice, so don’t shy from it: Choose and choose without regret. Look forward and be enthusiastic.
12. Keep healthy and take care of yourself. Exercise your mind, body and spirit so you can be someone people count on, and so you can live expansively and with abundance.

Summary, the principles are:

1. Precedence (Guiding the Eye)
2. Spacing
3. Navigation
4. Design to Build
5. Typography
6. Usability
7. Alignment
8. Clarity (Sharpness)
9. Consistency