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.
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