See your customer as someone who needs your help
Kevin Stirtz
March 23, 2008
Remarkable Customer Service Rule #34:
See your customer only as someone who needs your help.
It´s easy for us to judge people harshly especially if they´re different than we are or if they are upset or angry. When a customer raises their voice or is impatient or otherwise not so pleasant, it´s easy for us to respond in kind. Often we let ourselves get "hooked" into their way of behaving. But no matter how our customer is acting, our success in helping them depends on our actions and our attitude - not theirs.
When you´re confronted with a customer you´d like to strangle, remember to:
1. Stop yourself from getting hooked into their emotional state.
2. Challenge the value of any behaviors that come from that state.
3. Choose to do things in a professional and remarkable way.
(Learn more about how to "Stop, Challenge & Choose" at http://www.larrywilson.com)
To deliver Remarkable Service, remember your customer is there because they want and need YOUR help. And remember how good it feels to help someone in need!
See your customer only as someone who needs your help.
It´s easy for us to judge people harshly especially if they´re different than we are or if they are upset or angry. When a customer raises their voice or is impatient or otherwise not so pleasant, it´s easy for us to respond in kind. Often we let ourselves get "hooked" into their way of behaving. But no matter how our customer is acting, our success in helping them depends on our actions and our attitude - not theirs.
When you´re confronted with a customer you´d like to strangle, remember to:
1. Stop yourself from getting hooked into their emotional state.
2. Challenge the value of any behaviors that come from that state.
3. Choose to do things in a professional and remarkable way.
(Learn more about how to "Stop, Challenge & Choose" at http://www.larrywilson.com)
To deliver Remarkable Service, remember your customer is there because they want and need YOUR help. And remember how good it feels to help someone in need!
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