| |
| |
|
Customer Service Information |
|
|
|
What Every Manager Should Know About Seeing the World from Where the Customer Is Standing
It is important to remember that the customer doesn't necessarily see things in the same way we do. This point was brought home to me one day while I was shopping with my daughter, Stefanie, who was two years old at the time. As I stooped down to tie her shoelaces, I immediately realized why she was becoming so irritable. She could not adequately see the toys that were displayed on the shelf above her head. At this point, I decided to pick her up and to continue shopping with her in my arms. The pleasant change in her behavior was quite apparent and welcomed. Stefanie's experience taught me two lessons that I am passing on to you today: * In dealing with children, with customers, and with people in general who may be from different cultures, we do them and ourselves a great service when we take the time to see their uniques situation from their very special viewpoint. * Developing an emphatic attitude means listening, really listening, to what they are say. (I'm not referring to the superficial listening we are so prone to do by mouthing words to someone while our eyes and ears are glues to the TV. I'm referring to emphatic listening: listening with our eyes.) They might just happen to be our neighbors, friends, customers, co-workers, or employees are saying. And it means trying to feel as they feel. It's like the song says, "Walk a mile in my shoes." To help you get into their frame of mind, imagine yourself in their limited experience and highly dependent situation. This will enormously increase your satisfaction and enjoyment of living and, at the same time, make you much more attractive to others as they recognize your sincere attempts to understand them and help them with meaningful solutions. We all need strong egos to cope successfully with our world, but we need empathy, too. If we want to be successful in business as we are in life, then we must get into the other person's shoes and see the world from where he is standing. Remember: When you maximize your potential, everyone wins. When you don't, we all lose. © Etienne A. Gibbs, MSW PERMISSION TO REPUBLISH: This article may be republished in ezines, newsletters, and on web sites provided attribution is provided to the author, and it appears with the included copyright, resource box and live web site link. Although advance permission is not required, please notify us at execandgroup-consulting@yahoo.com when you use this article. Etienne A. Gibbs, MSW, Management Consultant and Trainer, conducts seminars, lectures, and writes articles on his theme: ... helping you maximize your potential. He offers management, marketing, and parenting resources at his Maximizing Your Potential blog.
MORE RESOURCES:
customer service - Google News |
|
|
|
RELATED ARTICLES
Carpet Cleaning in Surrey Like any business, carpet and upholstery cleaning requires excellent customer service and great value for money. There are a number of ways in which one can obtain these. More Customers - Watch those Little Things Two situations, two perfectly acceptable experiences, but in one case, an excitement about great service and in the other case, just OK.The LaptopI have a laptop which is under warranty - 5 working day turnaround they said when I rang them about a power problem. Tips for Curing Bad Customer Service Bad customer service is everywhere these days - unmanned front desks, surly servers, clueless staff, employees talking on the phone, and managers who refuse to acknowledge a customer. It's no longer an exception . Customer Service Tips - Is Your Business A Leaky Bucket? Customer service and customer service training are vital for any business.But, is your business a leaky bucket?This is a question I always ask small business owners who attend my marketing seminars. How To Build Stellar Client Relationships Your opportunity to build a stellar client relationship starts with managing the gap between your perception of how things are going and your client's.Begin the process here . My Child Has Opie Eye! 7:00 a.m. Dealing with Difficult People 1. Don't get Hooked !!!When people behave towards you in a manner that makes you feel angry, frustrated or annoyed - this is known as a Hook. Whats For Lunch? As an entrepreneur, I'm always intrigued by small businesses, home-based or not, that exceed the expectations of their customers in a big way.Let me tell you about one of them. The Marvelous World of Metaphors Recognize metaphors from every angle and round up more insight into your own innovation. Nobody can do it better than you can!A metaphor is a figure of speech in which a word or phrase that means one thing is used to describe an object or ideas to which it is not literally applicable -- a ship is said to plow the sea. 7 Bits Of Critical Information You Cant Afford NOT To Know About Your Customers If you think customer relationship management is just a piece of software, you're dead wrong. Customer relationship management is about understanding your customers. Moments That Matter Many years ago, I was a first year apprentice assigned the task of pressure washing a set of condensing coils on the roof of a grocery store on Capital Hill in Seattle, an upscale part of town.It was a 90-degree day, in late August. Over Delivering Provides Big Results Over promising is a problem only when you under deliver. There are a number of ways that you can overdeliver to your customers or prospects, and as a result create a win-win situation for you both. Small Business Customer Service Can Work Against You Is the special treatment you designed specifically to keep customers coming back working against you?A local jeweler offers free lifetime battery replacement for any watch he sells. It's a good hook to keep customers walking back in the store on a regular basis and increases his sales volume. Customer Satisfaction and the Service Business The relationship between customer satisfaction and success of a service business is a direct one. Customer satisfaction measurement, however, is a much more complex matter. What Do They Want Anyway? You want customers. I want customers. Why You Should Always Honour Your Guarantees - Even When The Customer Is In The Wrong The Reason Why Direct Internet Marketers Have To Work So Hard To Earn Our TrustA bad attitude to customer service can literally destroy your business.So, I thought I'd share my response to what I read on an Internet Marketing Forum recently to illustrate my point. How To Handle Customer Billing Snafus Q: I just discovered that for the past six months I have been billing a client half of what I should have been. Should I just include the total of the past due balance on his next bill or contact him first to let him know that it's coming? This client has been difficult in the past, so I'd rather not deal with him until I absolutely have to. What Every Manager Should Know About How to Learn from the Complaints of Customers and Employees Listening to complaints, whether they're reasonable or not, is a part of every manager's job. Sometimes complaints can be overwhelming. How Do You Create Customer Loyalty? Another sad fact of life is that these days, very few customers are loyal. Most of their loyalties lie with their bank accounts, and you can't blame people for watching their shrinking dollars. Customer Loyalty Loyal customers are the foundation of almost every business. Going the extra mile to provide outstanding customer service is the first step to customer loyalty.
|
| Article List | Index | Site Map |
|
All logos, trademarks and articles on this site are property and copyright of their respective owner(s).
The comments are property of their posters, all the rest is Copyright © 2006 CanadaSEEK.com - All Rights Reserved. |