Lubov (Luba) Warrack, Dedicated Silversmith and JewelerWritten by Susi at Jewelry Crossings
Lubov (Luba) Warrack, a dedicated silversmith and featured jeweler on jewelrycrossings.com, quite amazingly arrived at jeweler’s bench via science lab. In fact, Luba came to United States from her homeland of Russia in 1990 on a research grant. A graduate in biology from Moscow State University, she received a Ph.D. in neurophysiology from Russian Academy of Sciences. When her research was completed at a university in North Carolina she wanted to become a university lecturer, but was told her Russian accent would present a problem. Luckily, at same time Luba was involved in scientific research back in Moscow, she was also pursuing a parallel interest in and fascination with jewelry making. She successfully completed an apprenticeship with Evgeny Butorov, silversmith and restoration expert at Moscow Historical Museum from 1979 to 1982, working on icon mounts in gold and silver filigree. So when her work in academia was ending, Luba decided to take her jewelry making talent to next level. Soon she was selling her pieces of sterling silver earrings, pendants, bracelets and rings at local jewelry shows on east coast. Some of Luba’s early work concentrated on classic Russian filigree she had learned back in Russia, but soon she found herself experimenting with contemporary styles and innovative techniques in silver making. She studied plique-a-jour enameling with Valeri Timofeev at East Carolina University and reticulation techniques at Duke University under Mary Ann Scherr.
| | Communication Tips for Dealing with the Angry CustomerWritten by Adam Sargant
1. Be clear about what you want to achieve. It is unlikely to be enough just to want to be rid of angry customer (although this can be a natural response). It is usually more satisfactory (and satisfying) to set out to have other person satisfied that their complaint has been dealt with in best possible way.2. Never, ever promise what you can't deliver. It may make them feel better now, but tomorrow... 3. DO take responsibility for what you can. There is nothing more irritating than someone who says "There is nothing I can do about that... it's company policy" 4. Validate customer's feelings. In their world, they have every reason to be angry. It's OK to tell them that you can understand why they might be angry, as long as you are seen to be seeking a solution. 5. DO get as much specific information about customer's perception of problem as possible. Not only does this communicate interest, it will help you in resolving problem in a manner satisfactory to customer. 6. Stay calm and focussed on desire to resolve customers problem. When confronted with anger and aggression, normal response is to prepare for fight or flight by producing adrenalin. If you have to, pause and take a slow breath. Do not allow customer's anger to provoke you.
|
