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Your Customers and How to Deal with Them Part Two

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Gordon Veniard
(Visit Gordon's Website) GORDON VENIARD thanks you for your interest in these articles He has been delivering training events - and creating and providing valuable development materials - for more than 20 years Gordon covers a wide range of business communication, promotion, sales, negotiation, customer service, leadership and management subjects. He has worked with major companies and organisations; spoken at many conferences and seminars - always adding good humor to valuable advice To find out more, Gordon would be pleased if you would take a moment to visit his new website: www.thevenworks.com. You can register for his free business tips newsletter; and download some valuable freebies (including a copyable, free-to-use "to-do" list) If you have any queries or questions you would like Gordon to answer, please email: gordon@thevenworks.com Thanks again - please enjoy - and feel free to share - any of these articles which are of use to you and your colleagues

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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.

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