PesBukers - A Business Consulting Firm Will Be Your Company's ...

By Rosalyn J. McIntosh

If you are the owner or manager of a small home improvement or building supply company, you could be missing out on the potential financial and educational benefit available through the use of a business consulting firm Using a business consulting firm that specializes in contractor marketing or contractor consulting has been proven to drastically improve the quality and productivity of management and staff.

Business consulting firms provide a wide range of educational and informative training materials and consulting advice, as well as home improvement seminars to serve small home improvement and building supply companies in meeting their educational and training needs. Seminars that are designed to expose management and staff to the proven methodology that has made contractor consulting so successful will bring about a drastic change in the attitudes and business savvy of your staff.

The goal of contractor marketing focused small business consulting is to provide renowned educational materials to home improvement business owners to help them train their staff and management in the ever evolving small business field. When these proven methods are applied to the daily functions of any small business model, they will improve the productivity and profitability of any business; whether already successful or newly formed.

Although cost of service may vary depending on your company?s specific and unique needs, quality business consulting firms often disseminate important industry-specific information to the public as well as their clients and no cost, but simply as a means to help small businesses find successful methods. In addition, most contractor consulting firms also offer clients a free monthly newsletter that is delivered electronically to their specified email account. These newsletters contain valuable real-time information regarding the ever changing and evolving opportunities for small businesses to improve productivity and profit.

Each month, scores of new home improvement and building supply companies enter the field with the intent of becoming the newest success story; it is essential for any small business owner to stay at informed of the newest methods of business success. Even if your small business has previously seen earnings gains and company growth, it is important to always remain keyed in to the changing needs of clients, and the new marketing strategies and products coming available. Taking advantage of a business consulting firm can bring nothing but good to your small home improvement business regardless of its current size or profitability and should be a part of any successful business plan.

More insights can be taken into account if you click on business consulting and try also contractor marketing.

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A Lumia 900 Will Cost New AT&T Customers Zero Dollars [Nokia]

And you thought Nokia's new Windows Phone was dirt cheap at $99 to begin with. More »

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Somali, African forces seize rebel bastion: AU mission

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Measuring the cosmic dust swept up by Earth

ScienceDaily (Mar. 29, 2012) ? Although we think of space as being empty, there is more out there than meets the eye -- dust, for example, is everywhere. If all the material between the Sun and Jupiter were compressed together it would form a moon 25 km across. Now a new research programme will try to see how much of this dust enters Earth's atmosphere. Metals from the cosmic dust play a part in various phenomena that affect our climate. An accurate estimate of dust would also help us understand how particles are transported through different layers of Earth's atmosphere.

Professor John Plane of the University of Leeds will present the Cosmic Dust in the Terrestrial Atmosphere (CODITA) project on March 30 at the National Astronomy Meeting in Manchester.

The main sources of dust in the Solar system are collisions between asteroids, and material evaporating off comets as they approach the Sun. When dust particles approach Earth they enter the atmosphere at very high speeds, anything from 38 000 to 248 000 kilometres an hour, depending on whether they are orbiting in the same direction or the opposite to Earth's motion around the Sun.

The particles undergo very rapid heating through collisions with air molecules, reaching temperatures well in excess of 1600 degrees Celsius. At this point they melt and evaporate. Particles with diameters greater than about 2 millimetres give off enough material to produce visible meteors, or 'shooting stars'. But most of the mass of dust particles entering the atmosphere are much smaller than this, so can be detected only using specialised meteor radars.

"We have a conundrum -- estimates of how much dust comes in vary by a factor of a hundred," said Plane. "The aim of CODITA is to resolve this huge discrepancy."

Satellite observations suggest that 100-300 tonnes of cosmic dust enter the atmosphere each day. This figure tallies with the rate of accumulation in polar ice cores and deep-sea sediments of rare elements linked to cosmic dust, such as iridium and osmium. However, measurements in Earth's atmosphere indicate that the input could be as low as 5 tonnes per day. These measurements include meteor radar observations, laser observations of the sodium and iron atoms from evaporating dust in the upper atmosphere, and measurements by high altitude aircraft of meteoritic iron in the lower stratosphere.

"If the dust input is around 200 tons per day, then the particles are being transported down through the middle atmosphere considerably faster than generally believed; if the 5-tonne figure is correct, we will need to revise substantially our understanding of how dust evolves in the Solar System and is transported from the middle atmosphere to the surface," said Plane.

The metals injected into the atmosphere from evaporating dust particles are involved in a diverse range of phenomena linked to climate change.

"Cosmic dust is associated with the formation of 'noctilucent' clouds -- the highest clouds in Earth's atmosphere. The dust particles provide a surface for the cloud's ice crystals to form. These clouds develop during summer in the polar regions and they appear to be an indicator of climate change,' said Plane. "The metals from the dust also affect ozone chemistry in the stratosphere. The amount of dust present will be important for any geo-engineering initiatives to increase sulphate aerosol to offset global warming. Cosmic dust also fertilises the ocean with iron, which has potential climate feedbacks because marine phytoplankton emit climate-related gases."

CODITA has received a ?2.5 million grant from the European Research Council to investigate the dust input over the next 5 years. The international team, led by Professor Plane, is made up of 11 scientists in Leeds and a further 10 research groups in the US and Germany.

The CODITA team will also use laboratory facilities to tackle some of the least well-understood aspects of the problem.

Plane explained, "In the lab, we'll be looking at the nature of cosmic dust evaporation, as well as the formation of meteoric smoke particles, which play a role in ice nucleation and the freezing of polar stratospheric clouds. The results will be incorporated into a chemistry-climate model of the whole atmosphere. This will make it possible, for the first time, to model the effects of cosmic dust consistently from the outer Solar System to the Earth's surface."

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The above story is reprinted from materials provided by Royal Astronomical Society (RAS), via AlphaGalileo.

Note: Materials may be edited for content and length. For further information, please contact the source cited above.

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Small Business Consulting Firm Can Determine Competitive ...

How can you make sure you enter the market with a competitive advantage? Determining when and how to enter a new market may be intimidating for a first time small business. One way a small business consulting firm can help ease your concerns and make sure you have a competitive advantage is to conduct an industry analysis.

An industry analysis allows you to look beyond the walls of your company and determine the environment in which you will conduct your business. Michael Porter of Harvard Business School, an expert on competitive strategy, proposes five forces that drive industry competitiveness. These are rivalry, power of buyers, power of suppliers, threat of substitutes, and barriers to entry.? By understanding the industry and where you fit, you will be able to gain a competitive advantage.

When thinking about entering a new market, most small business owners recognize the importance of evaluating the rivalry or competition among current industry competitors. As a small business owner it is important to ask yourself, how many competitors are in your industry and what makes you stand out among the competition?? Is your product differentiated or specialized?

While you may find a lot of answers there, evaluating the competition is only one of the five forces.? It is also essential to evaluate the relative power of both buyers and suppliers.? How much power do buyers have to negotiate or set prices? And, on the other end, how much power do your suppliers have in setting their costs? Do you have options available if there is a problem in the supply chain?? Thinking about your relative power in comparison to your buyers and suppliers can provide you with important insight and give you the necessary information to gain a competitive advantage.

It is also important to think about how easily other companies can enter the market- creating more competition- and whether there are substitutes to your product. For example, are you in a highly specialized industry that requires high capital investment and high skilled labor?? Are there lots government regulations?? On the other end, what alternatives are there to your product? How likely are potential buyers to use the substitute products?

A small business consultant, like the Connell Curtis Group, can guide you through these and many other questions to help you determine your competitive advantage.

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The Best Tips Available For Personal Finance

Taking care of your finances can be difficult and stressful. One way to make it a little easier is to be educated about financial matters. This article will give you some great tips on how to better manage your money.

Although it can be a great deal, loading up on sale items at the store can be wasteful of both food and money if you go overboard and buy too much. The secret to stocking up is to buy things that you use regularly and use it before it expires. Purchase realistic quantities to make the most of the bargain prices.

Follow your credit rating. You have the option to receive a free copy of your credit report, and many ways to keep tabs on it throughout the year for free. You should check it at least two times a year to make sure that nothing unauthorized has gotten onto your report and that there are no signs of identity theft.

Set up an automatic debit from your bank account to your credit card account to avoid missed payments.

You won't have to worry anymore about forgetting your payment.

When trading in the Forex market it is important to watch the trends. You must stay up with the current trends. That way you will be able to make the right buying and selling choices. Avoid selling on down and upswings. You must be very clear in your goals when you do not ride a trend out completely.

Do everything you can to keep a good credit score. A good credit score is crucial to getting lower interest rates on credit cards and mortgages. Bad credit will have a negative impact on your chances for renting property and getting utility services. Using your credit cards wisely will help your credit rating stay in good shape.

Be suspicious of a credit repair company that guarantees that they will be 100% successful in restoring your perfect credit. A lot of agencies will make general claims about their capability in repairing your history. This is not at all accurate since what is affecting your credit is not the same as another individual with credit issues. Do not believe anyone who advertises miracles.

If you travel by air frequently, it might pay for you to sign up for one of the frequent flier programs. Frequent flier miles are a popular form of one of the many rewards that credit card companies provide. Many frequent flier programs allow you to redeem miles for reduced rate motel stays.

Nobody desires to go through losing their own home. What you should do is look at a home with more affordable payments, this can help make your financial situation better. The worst thing that could happen is getting evicted because your can't make your home repayments. It's best to be proactive about it.

As mentioned above, facing the reality of your finances can be a stressful thing to do. Getting your personal finances under control will also help you to control money-related stress. With the information in the above article, you will be able to better control your personal finances and reduce your stress levels.

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"A Better You" Your Few days program to self-improvement | Fish ...

There are many ways to lose your sense of self-esteem in spite of how trivial it could actually get. But no matter what happens, we should all never lose our own a sense of self.

So what can it take to be a lower above the rest? Here are some of what you can think together with improve on that should be ample for a week.

One particular. Know your purpose
Think you?re wandering through daily life with little way ? hoping that you?re going to find happiness, health insurance prosperity? Identify your health purpose or mission statement and you will have your own unique compass that will connect you with your truth upper every time.

This may might seem tricky at first when you notice yourself to be in a strong or even dead end. Really clean always that modest loophole to turn things all-around and you can make a significant difference to yourself.

A couple of. Know your beliefs
What do you appeal most? Make a list of your top 5 values. A few examples are security, convenience, family, spiritual improvement, learning. As you placed your goals regarding 2005 ? examine your goals against an individual?s values. If the purpose doesn?t align having any of your top five valuations ? you may want to reconsider that thought it or edit it.

The number should not discourage you, in its place it should motivate you to do more than you can ever imagined.

3. Know your requirements
Unmet needs can keep from living authentically. Handle yourself. Do you have a has to be acknowledged, to be correct, to be in control, to become loved? There are so many those who lived their everyday life without realizing his or her dreams and most of them end up being stressed and even depressed for that matter. Variety your top four needs and get these people met before it?s too late!

5. Know your hobbies
You know who you are together with what you truly like in life. Obstacles for example doubt and loss of enthusiasm will only obstruct you, but will definitely not derail your chance for being the person you ought to be. Exhibit yourself and recognition the people who has empowered you to become the quite person you wanted to generally be.

5. Live from within
Increase your awareness of an individual?s inner wisdom by way of regularly reflecting alone. Commune with nature. Relax to quiet the distracted mind. For most of us city slickers it?s hard to even find the solace we want even in our very own home. In my case I often just relax in a dimly lit room and play several classical music. You can find sound, yes, however , music does temporarily relieve the savage beast.

Some. Honor your good points
What are your optimistic traits? What exclusive talents do you have? Variety three ? driving under the influence stuck, ask the ones closest to you to guide identify these. Will you be imaginative, witty, great with your hands? Get ways to express an individual?s authentic self by your strengths. You can improve your self-confidence when you can share what you know to other individuals.

7. Serve many others
When you live authentically, you may find that you build an interconnected a sense being. When you are in keeping with who you are, living your life purpose and giving of your talents to the world near you, you give back in program what you came to offer others -your spirit , your essence. A rewards for revealing your gift having those close to you is very rewarding, much more when it were to be the eyes on the stranger who can get pleasure from what you have done for many years.
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Self-improvement is polar ft80 indeed one type of work that is worth it. It shouldn?t always be within the confines of an office building, or maybe in the 4 corners of your own area. The difference lies within ourselves and how substantially we want to change bose quietcomfort 3 for the better.

Source: http://fishinformation.info/a-better-you-your-few-days-program-to-self-improvement.html

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Exclusive: Hawker Beechcraft readies bankruptcy filing_Financial ...

NEW YORK/WASHINGTON (Reuters) ? Hawker Beechcraft Inc, the aircraft manufacturer owned by Goldman Sachs Group Inc?s private equity arm and Onex Corp , is preparing to file for bankruptcy protection in the next several weeks, according to several people familiar with the matter. Hawker, which was bought by the private equity firms in 2007 for $3.3 billion, is negotiating a prearranged bankruptcy with its largest lenders, which include Centerbridge Partners, Angelo Gordon and Capital Research & Management, these sources said on Wednesday. Hawker and Onex declined to comment. ?

Source: http://finance-dot.com/finance/exclusive-hawker-beechcraft-readies-bankruptcy-filing/

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Movie Review: 'Wrath of the Titans' ? CBS Philly

(Sam Worthington stars in ?Wrath of the Titans.?)

?

By Bill Wine
KYW Newsradio 1060

?

PHILADELPHIA (CBS) ? So, we move from clash to wrath with essentially the same result: complete uninvolvement.

Wrath of the Titans, the lacklustre sequel to 2010?s lacklustre Clash of the Titans, is another yawnworthy action-adventure fantasy.

Clash, a remake of a namesake 1981 sword-and-sorcery epic, was based on Greek mythology and all the larger-than-life melodrama taking place on Mount Olympus.? The special effects may have been in 3-D, but everything else was in 1-D.? At best.

(1? stars out of 4)

Wrath of the Titans takes place a decade after Clash.? Perseus, the demigod son of Zeus, played once again by Sam Worthington, lives the quiet life of a village fisherman and the sole parent of his ten-year-old son following his heroic defeat of the monstrous Kraken.

But the battle for supremacy between the gods and the Titans goes on.? The gods feel they are losing control of the imprisoned Titans, who are ruled by three brothers ? king of the gods and the ruler of Mount Olympus, Zeus (Liam Neeson); god of the underworld, Hades (Ralph Fiennes); and god of the sea, Poseidon (Danny Huston) ? who have long since overthrown their powerful father, Kronos.

But Perseus cannot help but be pulled back into the battle to rescue his father when Hades, who has made a deal with Kronos to capture Zeus, unleashes hell on earth, teaming with the traitorous god of war, Ares (Edgar Ramirez).

Perseus turns to the warrior Queen Andromeda (Rosamund Pike), Poseidon?s demigod son Agenor (Toby Kebbell), and the fallen god Hephaestus (Bill Nighy), and embarks on a quest into the treacherous underworld to rescue Zeus and overthrow the Titans, thus saving mankind in the name of possible further sequels.

Director Jonathan Liebesman (Battle: Los Angeles; Darkness Falls; The Texas Chainsaw Massacre: The Beginning), works from a by-the-numbers, gods-and-monsters screenplay by Dan Mazeau and David Leslie Johnson, based on a story by Mazeau, Johnson, and Greg Berlanti, that is silly and literal-minded in the extreme.

Oh, it?s got plot points galore, but none of them register dramatically enough to make us care while we?re gaping.

No matter how young you are, this kidflick feels from first frame to last like something you?ve already outgrown.? Our sense of wonder never makes its way out of the popcorn box.

It?s the action sequences, most of them involving extended hand-to-hand combat, that obviously comprise the tail that wags the dog here.? The film actually feels like one long action sequence.? Ands is that action kinetic, as intended? Sure.? Moreover, it?s antic and frantic.

But is it at all suspenseful, also as intended, even for a moment?? Puh-leeze.

With the unleashing of a ?multitide of terrifying demons? ? that is, killing-machine monsters such as the Makhai and the Chimera and the Minotaur and the Cyclops, rendered in digital-special-effects splendor as harbingers of doom ? we come to realize to our chagrin that we are back once again in soulless Transformers territory.

Oh, joy ? CGI.? Standing for, in this case, Crushingly Gigantic Indifference.

Worthington is ? broken record time ? a charisma-less leading man, although he?s not helped much by the script.? But to watch actors as gifted as Liam Neeson and Ralph Fiennes stand around and deliver this silly, anachronistic dialogue is to see severe underemployment in closeup.

But let?s get back to the important stuff: yes, the film is available, in case you?re interested, in highly unnecessary 3-D.

So we?ll clash with 1? stars out of 4 for the juvenile and not worthwhile Wrath of the Titans.

No wrath incurred in this corner.? Just boredom.

?

More Bill Wine Movie Reviews

CBS Philly Entertainment News

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Source: http://philadelphia.cbslocal.com/2012/03/29/movie-review-wrath-of-the-titans/

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Libya militias resume fighting after ceasefire

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George H.W. Bush to formally back Romney (The Arizona Republic)

Share With Friends: | | Politics - Top Stories Stories, RSS Feeds and Widgets via Feedzilla.

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Israelis prefer preemptive strike to nuclear Iran: poll

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Source: http://news.yahoo.com/israelis-prefer-preemptive-strike-nuclear-iran-poll-102952986.html

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Obama to Russia: More flexibility after elections

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BATS IPO needed to be pulled, no future IPO plans: CEO

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Source: http://news.yahoo.com/ipo-pulled-because-confidence-eroded-bats-ceo-205833354.html

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Logitech Introduces New Product Category for Unified ...

FREMONT, Calif.?(BUSINESS WIRE)?Logitech (SIX:LOGN)(NASDAQ:LOGI) today introduced a new product category for unified communications (UC) and Web conferencing: the all-in-one audio and video ConferenceCam. The Logitech^? BCC950 ConferenceCam is the first communications tool to combine a full HD webcam with a high-quality, omni-directional full-duplex speakerphone in one USB device, enabling small groups to collaborate in conference rooms, closed offices or shared work spaces.

?The Logitech BCC950 ConferenceCam expands the benefits of UC in the enterprise by providing a simple-to-install, high-quality solution for small-group meetings.?

The BCC950 ConferenceCam features a full HD webcam with motorized pan, tilt and zoom for easily bringing everyone into the picture ? either from a control pad on the device or with a convenient remote control. The control pad or the remote can also used to answer calls, end calls, adjust the volume and mute the microphone.

Optimized for Microsoft Lync and Skype Certified, the BCC950 ConferenceCam works with most UC and video platforms. With a wide 78-degree field of view and 180-degree video pan, support for 1080p, 30fps HD through plug-and-play UVC H.264 video technology, and a speakerphone that allows everyone in a meeting to hear and be heard clearly from up to eight feet away, the ConferenceCam helps remove the pain point of groups clustering around a computer to be seen and understood during UC calls. Weighing only 20 ounces, the ConferenceCam can be carried easily around an office, allowing for spontaneous meetings anywhere users can place a computer.

?The power of unified communications is driving collaboration across multiple locations and multiple devices, giving people the flexibility to work together wherever they are,? said Giovanni Mezgec, general manager for Lync at Microsoft Corp. ?The Logitech BCC950 ConferenceCam expands the benefits of UC in the enterprise by providing a simple-to-install, high-quality solution for small-group meetings.?

?We have a number of remote workers who value face-to-face time with their colleagues in the office, but we haven?t had an appropriate tool for small-group video meetings,? said Jim Hayes, IT operations manager for 24HourFlex, an employee benefits solutions provider in Aurora, Colo. ?We?ve been testing pre-production units of the Logitech BCC950 ConferenceCam for more than a month and it?s proved to be an ideal solution for this bottleneck. We can now quickly and easily add audio and video conferencing to any room with an affordable device that doesn?t compromise on call quality.?

The Logitech BCC950 ConferenceCam is ideal for meetings of one to four or more people, whether in conference rooms or individual offices. A high-quality webcam sensor and Logitech RightLight? 2 technology improve visual quality in low light and backlit situations, while a razor-sharp Carl Zeiss^? lens and the camera?s autofocus feature allow sharing of detailed documents and other visuals up close, without losing image quality.

?The workplace is rapidly evolving toward smaller and more virtual teams, yet communication tools have not kept pace,? said Eric Kintz, vice president and general manager of Logitech for Business. ?In looking at the needs of our customers, we saw a gap in solutions that bring audio and videoconferencing to small groups. The Logitech BCC950 ConferenceCam fills that gap by combining a webcam and speakerphone into a single affordable device ? transforming PCs and Macs into communications platforms, so businesses can set up more locations for small-group meetings.?

Pricing and Availability

The Logitech BCC950 ConferenceCam is expected to be available worldwide beginning in May 2012, for a price of $249.99,?from resellers who specialize in the business-to-business market. The product will not be offered by consumer electronics retailers. For more information on the Logitech BCC950 ConferenceCam and other Logitech products for business, please visit www.logitech.com/business or our blog.

About Logitech

Logitech is a world leader in products that connect people to the digital experiences they care about. Spanning multiple computing, communication and entertainment platforms, Logitech?s combined hardware and software enable or enhance digital navigation, music and video entertainment, gaming, social networking, audio and video communication over the Internet, video security and home-entertainment control. Founded in 1981, Logitech International is a Swiss public company listed on the SIX Swiss Exchange (LOGN) and on the Nasdaq Global Select Market (LOGI).

Logitech, the Logitech logo, and other Logitech marks are registered in Switzerland and other countries. All other trademarks are the property of their respective owners. For more information about Logitech and its products, visit the company?s website at www.logitech.com.

(LOGIIR)

Photos/Multimedia Gallery Available: http://www.businesswire.com/cgi-bin/mmg.cgi?eid=50215396&lang=en

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Logitech Introduces New Product Category for Unified Communications: The All-in-One Audio and Video ConferenceCam

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Tags: business, digital, events, facebook, feeds, history, linkedin, microsoft, multimedia, nasdaq

Category: Unified Communications

Source: http://www.enterprisecommunicate.com/logitech-introduces-new-product-category-for-unified-communications-the-all-in-one-audio-and-video-conferencecam/

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FBI assisting in murder investigation of Iraqi woman

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Source: http://news.yahoo.com/fbi-assisting-murder-investigation-iraqi-woman-043721673.html

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Deconstructing the Screams ? The Emotional Component of Customer

A few days ago, I was drinking my morning coffee, skimming through my internet news updates when two headlines struck me ? ?Temper Tantrum Study: Children?s Episodes Involve Intertwined Feelings Of Anger, Sadness? and ?What?s Behind A Temper Tantrum? Scientists Deconstruct The Screams.?

?Deconstruct the Screams?? Now that caught my attention ? definitely worth a look. My kids are 16 and 14 now, but maybe the articles would tell me how I handled the terrible twos phase all wrong or by chance, right, so I poured another cup and took a closer look.

The study?s co-author Michael Potegal explained, ?Screaming and yelling and kicking often go together ? throwing things and pulling and pushing things tend to go together ? crying, whining, falling to the floor and seeking comfort ? also hang together.?

Okay, so far I haven?t read anything I didn?t already know, but I keep reading. To summarize, screaming and yelling means you?re angry, crying and whining means you?re sad. Nothing earth-shattering here, but then I hit this line ? ?Research suggests the emotions are more intertwined than separate.?

Intertwined? What exactly is the relationship between anger and sadness and any other emotion? This relationship doesn?t just go away when we become adults, does it? Do we just learn to manage our anger, sadness and emotions better in our relationships with others as adults? When my kids become adults, will they not pitch fits because I ignored their writhing and flopping on the floor in aisle 10 because I said no to purchasing the box of Sweetarts when they were three? Do we just keep all our emotions in check in our relationships with others?

In the customer service world, consumer emotions drive the entire experience. So what exactly do we do about angry and frustrated adult consumers? Are there sudden unexpected events or disappointments that ultimately trigger anger in adults, more specifically customers? If so, how can we handle those outbursts?

Thinking about all of this reminded me of a customer service incident involving our daughter?s tennis coach. I?ll call him Diego. Diego is from Argentina and is the proud owner of a beautiful Golden Retriever mix named Cosi. Cosi just showed up one day near Diego?s apartment, and they quickly became quite a pair.

So here?s what happened. Diego is flying to Argentina for a long stay with his family. He and Cosi are all set for the trip. Cosi is in his travel crate, which will be placed in a special climate-controlled section of the cargo hold in the plane, all his paperwork for international travel, health information ? they are ready to go. Diego arrives in plenty of time at the airport only to be told at the counter that Cosi cannot travel that day because the weather forecast calls for the official temperature to be two degrees too warm in Miami for animals to ride in the cargo hold.

After Diego is told Cosi cannot make the trip, the conversation between Diego and the airline agent goes something like this:

Diego: ?What do you mean? I don?t understand. Could you please explain that again to me??

Agent: ?I am sorry sir, your dog is not allowed to fly today because it is too hot in Miami.?

Diego: ?Too hot? What does that mean? What is too hot??

Agent: ?The forecast indicates it will be two degrees too hot.?

Robert: ?What is too hot??

Agent: ?Two degrees over the limit.?

Diego: ?How come I wasn?t told about this when I called on the phone??

Agent: ?I don?t know sir. Did you ask about temperature restrictions??

Diego: ?How was I supposed to know to ask about temperature restrictions if I didn?t know they existed??

Agent: ?Sorry sir, as I said, your dog can?t fly today. Are you going to fly today or not??

At this point Diego is frustrated and upset over the news that Cosi will not be allowed to fly with him. He is stressed at the thought of boarding the plane without Cosi and worried about what he is going to do with Cosi just two hours before the flight. Diego isn?t a toddler, but I?d say emotions are certainly intertwining here. He explodes in anger.

Diego: ?What!?! This is ridiculous. I can?t believe this b***s***! Did you ever think that giving your customers information like this ahead of time might be helpful??

Diego kicks the desk a couple times, and the agent calls ?Next, please.? Of course, Diego?s anger didn?t do any good ? kicking the desk didn?t all of a sudden change the agent?s mind and allow Cosi to travel.

Could this entire situation have been avoided? Are there customer service skills that could have been deployed to produce a better outcome?

For one thing, the agent should have listened to Diego?s story for understanding, which would have revealed Diego?s emotional need related to the interaction. At first, his emotional need was making sure his furry companion would be safe, secure and comfortable for the trip. After the agent delivered her news about the temperature restrictions, Diego?s emotional need shifted in a sudden and dramatic way. Diego became overwhelmed with stress because of the pending separation from his dog and worry about what he could or would have to do to solve his dilemma. To add more fuel to an already intense emotional fire, Diego was furious about not knowing this crucial piece of temperature information in advance.

The agent did nothing to address Diego?s emotional need. She focused only on Diego?s initial practical need, which was to handle Cosi?s travel arrangements. Suddenly that practical need changed to figuring out who could take care of Cosi while Diego was in Argentina. Once the agent determined she wouldn?t allow Cosi to fly that day and hit Diego with this devastating news, she clearly didn?t care about any other issues Diego might be facing as a result. Those were his problems to solve, right?

Now, back to the Tantrum article. ?The study co-author Michael Potegal suggests there is a way for parents to stick through it: Don?t do a thing.? Ignoring is precisely the tactic the agent used, rather unsuccessfully, with Diego. And while that tactic may work well with a toddler, diffusing a heated customer service situation with an adult calls for a specific set of customer service skills and behaviors to be applied purposefully by the agent.

Before learning and effectively using the right set of customer service skills, a customer service agent must have an awareness of and appreciation for the emotional dynamic of the customer experience. The agent must be able to engage her customer in a way that eliminates emotional barriers and creates emotional buy-in on the part of the customer. Sadly, most customer service agents not only lack the necessary customer service skills to effectively meet customers? emotional needs during a customer service experience, they also have an inadequate understanding of and appreciation for how critical the emotional dynamic is in shaping the outcome of the customer experience. Companies that focus more time, energy and resources on meeting their customers? emotional needs are more successful in generating loyalty in their customer bases.

In additional to addressing the customer?s practical and emotional needs, customer service agents need to provide a low-effort experience for the customer. Customers want companies to be easy to do business with. When an agent?s customer service skills focus on these three elements, Net Promoter Score (NPS) and other loyalty metrics can improve dramatically.

If you are wondering how things turned out for Cosi, well, he came to stay with us for two months and had a blast. He eventually made it back to Argentina, thanks in part to a different airline, lower temperatures and a much less stressful customer service experience for his owner.

Source: http://www.business2community.com/customer-experience/deconstructing-the-screams-the-emotional-component-of-customer-service-skills-0149473

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