Your Customers and How to Deal with Them Part Two
 | |
|  |
Subscribe to Gordon's articles
 | |
|
|  |
 | |
|
| |
 | |||||||
|
Your Customers and How to Deal with Them Part Two
Take a genuine interest in Customers as human beings. You can take a moment to sympathize with their problems, or understand the motivation behind any complaint or comment they make. Equally, if you listen to their stories, you are giving them the key gift of personal attention. In a salesteam, never – ever - describe a Customer simply by the amount of business they mean to you and your targets
It’s vital that you appreciate that a Customer’s view of reality - whether right or wrong - is real to them. So, to put yourself on the same wavelength, start by working with their perception, not from your own. If you have to correct their misapprehension, then you start from a point where you appear to agree with them. “No, you’re wrong” behaviour will never help to calm or solve an awkward situation!
Develop a “Yes we can. Now, what can we do for you” attitude. I know this sounds glib, but it does follow-on from the previous point. Nobody likes to hear the world “no” unless, of course, it’s in the phrase: “no worries”! So, aim to find, and highlight, what you can do for your Customer. Or, find ways to do what you currently think you can’t e.g. does this involve a process that’s in place simply for the convenience of the company rather than its Customers? If so, how can this be changed? So, aim for a “never say no” culture. Instead, offer them the positive options and alternatives
Appreciate that everything you (and your team-mates and colleagues) do, every single action you take (no matter how simple), makes a statement about the level of respect (or disrespect) you have - not just for Customers - but for everyone you come into contact with. Remember, you are never off-duty in doing good or harm to your company or yourself. Even a throw-away comment in a bar during a conversation can demonstrate how you truly feel
More great tips in part three of this series. Meantime, if you have any questions or thoughts about Customer service, please email me at gordon@thevenworks.com
Your Customers and How to Deal with Them Part Two - To learn more about this author, visit Gordon Veniard's Website.
Like this article? Share it with your friends
 | |
 |
No article feedback found. |
| |
Leave Your Feedback |
 | |
| |||
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 |
|||
|
To learn more about the Evan Elite Author Program please contact us. | |||
