I’ve started reading “The Art of Happiness” and one of the main themes is compassion. The Dalai Lama speaks of having compassion for those you encounter, in order to foster relationships with them.
I regularly come across difficult customers at work and figured the approach might be quite suitable for such individuals.
THEN TODAY HAPPENED. What I thought would happen became a self-fulfilling prophecy in fact. I encountered a customer that I actually ended up putting the phone down on because she simply would not listen to a word I said, and much preferred to talk over me when I was trying to suggest alternative resolutions to her query.
Maybe my approach needs a bit of fine tuning?