Top Takeaways:

• DIVA stands for:
  • D – Define the situation
  • I – Finding your Inner strength
  • V – Valuing yourself and the other person (understand them)
  • A – Associating with the Diva
• Stop, Look, and Listen before dealing with the difficult customer.
  • Stop – Pause for a moment and make sure you are centered and calm in this moment.
  • Look – Watch what they are doing. Watch how they are, and what signals can you get from their behavior that show their needs? Perhaps even hidden needs.
  • Listen – Listen to the words they say and how they say it and mirror back what they are saying to you.
• The Four Most Powerful Mental States – Try to master being in these states and you will be successful.
  • Love
  • Gratitude
  • Forgiveness
  • Play

About: Laura Baxter is an American opera singer, author, and performance coach. She has studied the effects of the voice and body on non-verbal communication and leadership for over 25 years, and she brings this experience together to help her clients perform and communicate better. She is the coauthor of several German books and sole author of her new book, “Dealing with Divas and other Difficult Personalities: A Mindful approach to Improving Relationships in Your Business or Organization.” Shep Hyken is a customer service and experience expert, best-selling author and your host of Amazing Business Radio. “What triggers emotional reactions to people? It may be something someone says. Whatever it may be, you need to recognize these triggers and reprogram yourself to react calmly.” – Laura Baxter          This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

1. What is a Diva?
2. How do I become more successful?
3. How do I improve relationships?
4. How can I communicate better with difficult or demanding customers?
5. How do I deal with a difficult customer?