Q: Before you find a constructive solution to your customer's complain, investigate the situation further based on her description of events. Ask other employees, review correspondence or security video to help develop a complete picture of what happened. Ask any employees for their perspective on what happened. They may have been directly involved or observed the event and may be able to provide additional details. Read any correspondence or listen to any messages from the customer. Watch any security videos if that is necessary. Forward the complaint to any superiors. A superior may choose to handle the situation to help keep the customer. Once you have a more complete picture of what happened, come up with a solution to the complaint that works for everyone. Consider having alternatives in the event that a superior or the customer doesn't agree with it. Offer to remedy the situation if possible. If not, come up with some alternative. For example, if the customer had bad service or a poor meal, offer them a free meal and find a server that everyone loves. Call or write your customer with the solution you have for her complaint. This can show that you are serious and sincere about her concerns and want to keep her as a client. Contact the customer as soon as possible, preferably within one day. Make sure to contact her on or before you said you would. Making her wait may make irritate her even more. Thank her again for reaching out. For example, you can say "Mrs. Maier, I just want to thank you again for contacting me about your experience. I understand how much it upset you and would like to assure you something like this won't happen again." Remind your customer that your company successfully deals with many clients every year and that you enjoy a good reputation because of your dedication to customers. Enjoy some light conversation before you offer your solution. This can help diffuse the situation and calm you and your customer. You could ask her about the weather or a sporting event that happened since you last spoke. After breaking the ice with the customer, kindly offer the solution to her. Remember to keep your tone warm and sincere so that she knows you genuinely care about her complaint and the solution. Tell the customer that you've investigated her complaint further and are sorry that she had a bad experience. Let her know the solution that you've reached and give her a second to process it. You can ask "how does that sound?" Offer an alternative solution if she doesn't like what you've suggested. Keep your offers to two so that the solution remains acceptable to you. Listen to any other concerns she may have to make her feel valuable. Your customer may be feeling a little embarrassed that she created a fuss. Thank her again for her concern and tell her you've available if she needs further assistance. Let your customer know how much you appreciate her and her business. Even though the situation may have initially been negative, you can use it as a learning experience. Take the process of addressing and following up on the complaint as a constructive way to handle future complaints. Don't dwell on it, either, because most businesses will receive occasional complaints, some of which have nothing to do with you or your work. Discuss the situation with employees and colleagues to help them learn from the experience, too. After some time has passed, consider contacting your customer to make sure the resolution was satisfactory. This can show her that you value her business and allows you to address any potential problems. Call or email and say something like "I don't mean to bother you, I just want to make sure that you're satisfied with the solution we found to your complaint." Chat with your customer if everything is ok and say "We look forward to seeing you again." Address any further complaints she may have, but be aware that some people may complain on a consistent basis to get free products or services.
A: Investigate the complaint. Formulate an acceptable solution. Contact the customer. Offer your solution. Thank her again. Learn and move on. Engage your customer again.

Q: Take a step back and try to understand the real reason for your self-harming behaviors. Are you cutting to reduce stress or escape painful emotions? Are you cutting to as a way to feel in control of a part of your life? Was there a traumatic experience in your life that lead you to begin engaging in self-harming behaviors? Understanding the catalyst to your cutting behaviors will give you a launch pad to begin your healing. Once you have established the root of your cutting behaviors, you must access your feelings and learn how your feelings are connected to your cutting. Do not hide your emotions or bottle them up. Express what you are feeling as they occur. Try writing them down or talking to someone about your feelings. Recognize that your feelings directly impact your actions. If you are feeling exceptionally sad, the urge to cut may become stronger. By acknowledging that you are sad, you will anticipate your urges and begin to become more aware of the patterns of your self-harm behavior. Acknowledge your feeling by saying phrases like "I am feeling ____" and, "I accept that I am feeling___." Triggers are people, places, or events that provoke your cutting behaviors. Triggers vary by person, and you must understand your specific triggers to better handle your cutting behaviors. Deciphering your specific triggers may help you more readily understand what is causing your cutting behaviors. Write down events and feelings leading up to each time you cut yourself. Look for patterns and similarities to better understand your specific triggers. You will know you have been "triggered" when your emotions surge and become intense and out of proportion following the event that triggered you. Do you enter a quiet room and lay out your cutting tools or listen to a specific song before each cutting event? You likely have ritualized and sometimes unconscious behaviors you do surrounding your self-harm behavior. Become aware of these will help you notice when you are going to cut. Engage in mindfulness exercises to bring your unconscious "rituals" to the conscious. Take explicit notes on each action you engage in. For example, "I am going into my room. I am closing the door. I am rolling up my sleeves." These thoughts will interrupt your rituals and make yourself more aware. Practice being mindful by going to a quiet room and noticing your posture, where your arms hang, the temperature and smell of the room, etc Keep practicing this and soon, you will be able to become aware of your cutting rituals. Visualize how your life would be if you didn't cut. Do you think you would feel more fulfilled or could you do certain things that your cutting is holding you back from? Think about the future repercussions of your cutting behaviors such as your children asking about the scars on your arms, or jobs you might miss out on. Visualizing your life without cutting should help motivate you to end the behavior. Further motivate yourself by telling yourself that you can stop and you will stop.
A:
Decipher the root of your cutting behavior. Get in touch with your feelings. Identify your triggers. Understand your cutting rituals. Imagine your life without cutting.