| A | B |
|---|
| autocratic leadership | A leadership style in which one person runs everything and makes all decisions without consulting others. |
| delegate | Give employees the power to run things and make decisions. |
| democratic leadership | A style of leadership in which managers work with employees to make decisions. |
| human relations | The ability to communicate with people. |
| initiative | Taking action to get things done. |
| integrity | Holding to principles like honesty, loyalty, and fairness. |
| leadership | Providing direction and vision. |
| free-rein leadership | A style of leadership in which managers and employees are given goals and then left alone to get their jobs done. |
| self managed teams | Work groups that supervise themselves. |
| Listen carefully | Active listening is a learned skill. It doesn’t come naturally to most of us and it requires a lot of energy. If you are distracted then you are not an active listener. You need to stop everything and give your customer 100% of your attention. |
| Empathize | Empathize with the other’s concerns. You don’t need to agree with their comments, but it’s critical that you let them know that you sincerely care about their problem. One of the first ways to show that you care is to thank that person for bringing the problem to your attention. |
| Apologize | Apologize sincerely! When said sincerely, an apology can remove as the majority of most people’s anger. Beware though . . . if said insincerely, you will only fuel their fire. |
| Resolve the problem | Resolve the problem. Let your customer know that you are their ally, that you are on his or her side and will do everything you can to help get the problem fixed. If the situation is such that you must transfer this customer to another person, make this transition smoother and less frustrating by explaining the problem so that your customer does not have to tell the same story over again. |
| Now | Now is the time to take care of their problem or concern. When a problem is addressed quickly, customer satisfaction and loyalty increase. |
