Your Customers and How to Deal with Them - Bonus Thoughts - Part One
Your Customers and How to Deal with Them - Bonus Thoughts - Part One
Encourage your team members to be free of prejudice – this isn’t simply about racial or sexual behaviors, feelings or actions. It’s about the kind of attitude that defines Customers as “awkward” – “mean” – “tight-wad” etc. If your people believe these of your Customers then sub-consciously they will behave in a way that entrenches this behaviour!
Take your people on a journey away from the “history” – both of your company and its Customers. This follows-on from the previous point. It’s important to build a “now” relationship with each individual or organisation – current, past or potential
Expect that each individual in your team will be free from “can’t” and “won’t” thinking. They should make it even more certain that they never display such attitudes when dealing with Customers. Even if something is not possible, it’s much more useful to offer alternatives – or work with each Customer to see what can be done. It's very easy for Customer frustration to build into fury!
Please read the second "bonus" article to compliment our earlier series of four about Customer service
Your Customers and How to Deal with Them Bonus Thoughts Part One - To learn more about this author, visit Gordon Veniard's Website.
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As much as you can, allow your people to be both free of constraints and have them avoid “slavishly following the routines” behaviour. To achieve this, make it your job to show your people how to build professional relationships and to know what they are empowered to do without having to make constant referrals to you. People learn from your actions and behaviours; confidence is a great one to demonstrate! Showing you trust them (within guidelines of course) to reach the right decisions is a great way to empower and enthuse
Encourage your team members to be free of prejudice – this isn’t simply about racial or sexual behaviors, feelings or actions. It’s about the kind of attitude that defines Customers as “awkward” – “mean” – “tight-wad” etc. If your people believe these of your Customers then sub-consciously they will behave in a way that entrenches this behaviour!
Take your people on a journey away from the “history” – both of your company and its Customers. This follows-on from the previous point. It’s important to build a “now” relationship with each individual or organisation – current, past or potential
Expect that each individual in your team will be free from “can’t” and “won’t” thinking. They should make it even more certain that they never display such attitudes when dealing with Customers. Even if something is not possible, it’s much more useful to offer alternatives – or work with each Customer to see what can be done. It's very easy for Customer frustration to build into fury!
Please read the second "bonus" article to compliment our earlier series of four about Customer service
Your Customers and How to Deal with Them Bonus Thoughts Part One - To learn more about this author, visit Gordon Veniard's Website.
Like this article? Share it with your friends
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Jay Kubassek(Jay's Full Bio: EvanCarmichael.com/jaykubassek) In five years, Canadian-born entrepreneur Jay Kubassek went from selling mufflers at a Midas franchise to revolutionizing Internet marketing with the 2004 launch of CarbonCopyPRO, a online marketing education company, now worth over $20 million with customers in over 160 countries.
As an independent film producer, his upstart film fund Aliquot Films is currently producing a films with Spike Lee and Abel Fererra (starring Ethan Hawke and Dennis Hopper.)
Jay's entrepreneurial spirit is irrepressible. He’s the owner of five companies, a professional speaker and trainer, international real estate developer/investor, extreme sport enthusiast and emerging philanthropist. Jay resides in NYC with his wife Jamie, son Milo and dog Cooper. Visit Jay's official website: www.JayKubassek.com - Visit Jay Kubassek's Website |
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