Barbara Burke is an internationally known consultant, speaker, and author specializing in the people side of customer service management. She is passionate about helping customer-facing employees thrive in their challenging jobs.

Her articles appear in both print and online publications. Thousands of customer service professionals subscribe to her weekly “Monday Aha!” feature.

About This Book

As a customer service agent, Olivia has been trained to handle irate customers in a calm, professional manner. But one day she loses control and yells back. Terrified that she’ll be fired, she seeks out Isabel, the call center’s sage.

The advice she receives from her wise mentor changes her life:

SODA (Stop. Observe. Decide. Act)—a sure-fire formula for remaining calm in any situation Unplugging—a centuries-old practice to reduce anxiety and promote creativity Aha!s—22 practical insights that become the framework for living a happy life This modern-day fable shows us that the best way to reduce stress is to cultivate mindfulness. While we cannot control much of what happens, we can get better outcomes if we stop to see situations clearly and calmly.

This book serves as both a powerful resource for business professionals looking for practical, easy-to-use tools for dealing with difficult people and an inspirational tale for those who want better relationships and a happier life.