A guy by the name of Mark is a twenty-three year old customer service assistant at a
major retail store. He really enjoys his job as he deals with a variety of people on a daily basis. He says he loves people. His motto is, ‘I love people, I love my job’.
Mark, however, always felt nervous and uptight every time his manager was around. He found he could not concentrate on his work, and more often than not, he would fumble with his cash till and hand out the wrong change to customers.
That usually got him into trouble as he gave more change than he should have!
Mark had little experience when it came to deciding whether to refund a purchase or not. The presence of his manager made him feel unconfident as he feared that he would have to make a refund decision in front of her.
When Mark overheard his manager praise a colleague for professionally and courteously handling a difficult customer, he steadily felt great about himself as he remembered what he was naturally very good at.
This recollection made Mark realise that he had a skill and talent that he can feel confident about; and that was dealing with a variety of customers, even the difficult ones.
This change in focus alone had helped Mark become a more confident person when it came to refunds, and from that moment on, he felt comfortable when his manager was nearby.
ENJOY! And remember, all meaningful change in life begins from within.
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Hani Al-Qasem is a published author and personal growth specialist. He co-authored Self-Confidence Building in 7 Steps and Establish Powerful Self-Enhancing Beliefs.
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