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“How To Control Your Elephant” Training

Why Teflon Answers Create Very Sticky Customer Service Situations

non-stick pan

Whilst non-stick makes cooking easier, in the world of customer service it has the opposite effect. “Teflon” answers are a recipe for disaster.

The non-stick properties of Teflon are appreciated in kitchens throughout the land. There’s nothing worse than scraping the burnt remains of what was to be a culinary masterpiece from the bottom of a non-Teflon pan. But whilst non-stick makes cooking easier, in the world of customer service it has the opposite effect. “Teflon” answers are a recipe for disaster.

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Humans are empathic. And we should always try our very best to see the world through the eyes of others before we judge them – but sometimes it's not easy...

Humans are empathic

... especially when you read that elephant hunting is likely to begin again in Botswana

Empathy is one of the most significant subjects we cover on How to control your elephant.

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Why shrug-free “sorrys” are important – even for world champions

Man shrugging when saying sorry indicating that he doesn’t care

A slight shrug says "I don't care". Read this post and you'll never shrug again!

When "sorry" looks like this, we neither mean it not care

"You Brits have gotta be the world champions at saying sorry. Even when someone bumps into you; you say sorry.”

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Why putting your “pen in the other hand” improves customer service

pen in the other hand

This simple idea can completely change the way you communicate with your emotional customers. 

Putting your pen in your other hand, makes you Stop and Think. Two powerful skills to have when your customer is emotional

“Sign here” says the official on the other side of the counter. You reach for your pen and duly sign your name.

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