Chapter Contents

Introduction - Why focus on customer relations

• If there were no customers there would be no business
• Three things you need to do to grow a business (or organisation)
• This book applies to every kind of enterprise - government departments, banks, local bodies as well as private retail businesses and cafes.

Chapter 1 - Customer satisfaction - your business survival

• Meeting Sophie and her team
• Sophie's problems
• Can you help?

Chapter Two - Why do we get so upset?

• Fight or flight when attacked
• Building on competence
• Complex human beings

Chapter Three - Avoid getting hooked

• Games people play
• The drama triangle
• the winner's triangle

Chapter Four - Communicate well

• Controlling parent
• Adapted child
• Adult ego states

Chapter Five - Staying Positive

• Healing happens when we are accepted
• I'm OK
• You're OK

Even the most emotionally aware and interpersonally skilled person will be refreshed by Thriving Under Fire. More than a great common-sense approach to customer service, it's useful for helping people engage effectively with families and colleagues. A must-have for the management bookshelf.

Elizabeth Valentine
CEO Aviation, Tourism & Travel Training Organisation

Chapter Six - Changing your thinking

• Be clear about what you do think
• Your thinking determines how you react
• Affirmations for positive change

Chapter Seven - Developing empathy through systems thinking

• Understanding the whole picture helps
• Using 3-D models
• Their anger belongs to them

Chapter Eight - When customers go APE

• Recognising the emotions
• Strong emotions isolate people
• Empathy builds relationships

Chapter Nine - Customers with mental health issues

• Fear the most people have
• More common than you think
• You can relate well

Chapter Ten - Customers affected by drugs and alcohol

• They still need service
• How to say 'No'
• Liquor Licensing rules

This is a useful, practical book that I would recommend to anyone wishing to handle interpersonal relationships better. It will help make your business more profitable.

Peter Cullen
Employment Law Specialist, Wellington
Link to Cullen Law

Chapter Eleven - Serving refugess and migrants

• Previous experiences may include trauma
• Be patient
• English language could be a problem

Chapter Twelve - Dealing with your feelings

• Sharing feelings with another can help
• Listen without judging
• Tune in to the other's feelings

Chapter Thirteen - Caring for your body

• Our bodies store up tension from difficult moments
• Breathing can help relaxation
• Physical movement is great for de-stressing

Chapter Fourteen - Beware of Escalation

• Sometimes something extra is required
• What to do when people really blow
• Recovering

Customers are the lifeblood of any business - no customers, no business - and staff are our greatest resource. To support staff to keep customers happy, read this book - it's the next best thing to having John help you in your business.

Melissa Clark-Reynolds
CEO Minimonos.com