LEAP away from stress

The main source of stress in the service environment is the angry customer. We can reduce the frequency and instensity of this stressor by (a) taking care of customers in the first place, so that they have no reason to be angry, and (b) defusing anger and fixing our mistakes through recovery processes such as LEAP.

Stressful situations normally result from the customer's perception that we are the enemy. When we make the customers realize that we are, on the contrary, their advocates, we remove the principal source of that stress.