Having worked at a service desk at Amsterdam International Airport for 19 years, I consider myself to be a good judge of character.
Training of staff in relation to customer relations to the right way to deal with difficult clients, or to just simply make someone feel welcome and to not even give them a chance to be difficult.
Since the level of service depends on the co-operation of third parties, "the right tone" is imperative and of the utmost importance. This is more a game than giving up on your own character. But sometimes even the character needs a closer look, especially if the ego is too strong and conflicts arise when there shouldn't be any in the first place.
Simple tricks and a bit more fun in what you are doing can be the solution.
Helping someone overcome certain thresholds, be they personal or work related. Even getting some people past their fear for computers.
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