Get Curious, Not Furious – A Diverse Approach to Customer Service – Mary Miscisin

Customer Service

As an employee, so many more lives are touched by you than you might imagine. Whether you work independently or you constantly interface with others, you’re sure to encounter challenging situations and people. How do you maintain your composure and professionalism even when others don’t?

If you are dealing with “annoying others” who seem to ruin your day …
Learn to get curious, instead of furious!

There is no one-size-fits-all approach to customer service. What’s considered helpful by some, may actually upset others. It’s important to tune in to people where they are and genuinely listen to their concerns. Distinguish the motivations and preferences of yourself and others so you know how to interact in ways that leave everyone feeling better instead of worse. Understand the small actions that can make a big difference in making someone’s day.


  • Approach each new challenge as a personality-driven puzzle with a solution.
  • Explore your go-to interaction style and how it might be coming across to others. Is it triggering or helping?
  • Distinguish the values of each dominant personality style and learn to translate “unreasonable” reactive behaviors to identify the needs underneath.
  • Recognize the intentions of upset customers and obtain the keys to unlock cooperation and accelerate problem solving.
  • Increase your effectiveness by listening to others and responding in ways that leave them feeling better (instead of worse) having interacted with you.

Customer Service

Program Level

  • Intermediate to Advanced
  • This session builds upon concepts learned in Basic Training in Personality Lingo
  • If participants have not already had the Basic Training in Personality Lingo workshop, additional elements will be added to this training

Program Format

  • This is designed to be a 3-hour presentation
  • Other time formats are available, ranging from 90 minutes to a full day
  • Large and small group discussions and activities are involved

Each of us has individual capacities. The real trick is knowing the machinery of the boat in which you are crossing the channel.

– Joseph Campbell