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The Art of Customer Service


Lara Khouri: Positivity & Mind-Hacking

Discussing a skill that’s essential, but seldom taught in customer service: how to mind-hack your way into a positive mindset when you are facing (angry) customers.

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Executive Summary

Have you ever been yelled at by a customer? Probably. Encountering frustrated customers cannot be avoided when working in service and trying to solve their problems day in and out. But there is a better way of dealing with it. The answer to that is mind-hacking for positivity and Lara Khouri knows how to do this. She is leading her own CX consultancy, There Is No Spoon, and co-founded Women in CX. In this episode, Lara discusses with Erik her top 6 tips and tricks for a more positive mindset at work (and in life), but also goes through which things to avoid at any cost because they do not serve you even if you think they do.

In This Episode, You’ll Learn

  • What the first Matrix movie has to do with customer experience
  • Why today’s customers are already so frustrated when they call customer service
  • How to feel like superman after a bad phone call
  • How to create emotional and mental resilience as a customer service representative
  • Why mind-hacking is no rocket science, but a super simple tool accessible to everyone
  • How to pay it forward by giving a positive experience to your customers and colleagues


This episode of The Art of Customer Service covers the following on Positivity and Mind-Hacking:

1. 00:00:00 Introduction to the topic

2. 00:10:13 6 tips to get into a positive mindset when facing customers: tip nr. 1

3. 00:14:25 Tip nr. 2: Smile!

4. 00:15:43 Tip nr. 3: take a deep breath

5. 00:19:30 Tip nr. 4: Mind hacking with apps

6. 00:21:20 Tip nr. 5: Movement

7. 00:23:36 Tip nr. 6: Shake it off

8. 00:27:25 Things to avoid to get into a negative mindset

9. 00:33:22 Avoid overthinking


Explore The Art of Customer Service

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Benoit Gagnon & Mads Fosselius: The Future of Customer Service | #31

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Alex Farmer: How to Create a Frictionless Experience | #30

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