Super Customer Service People Skills: Reverse Regret | #custserv
by Kate Nasser | 7 Comments »
Super Customer Service People Skills: Prevent Regret!
Super customer service has little room for regret. What we say to customers and how we say it leave lasting impressions. We can wound them with scars that last forever or we can use caring people skills to avoid laying an egg.Image licensed from Istock.com
In tough moments with customers, how can we speak with great people skills instead of regretting and hoping for that elusive second chance? Responding with care instead of defensively reacting is much easier when we are thinking about the after effects.
Instead of regretting, envision what you would write in a letter of regret and say that instead of your emotional reaction. Super customer service requires people skills that deliver care even in the toughest moments!
Super Customer Service People Skills – Prevent Your Regret!
Find empathy by imagining regret.
The stress relief you feel by snapping at a customer is short lived. It is quickly followed by regret for your outburst. Reverse the regret process and feel empathy from the beginning. In tough moments, adapt don’t attack.
Imagine the caring you not the ego-controlled you.
Many regrets are born of the need to be right, the need to be better than, the need to be selfish. In other words, regrets are born of the ego.
Imagine yourself being great in service not needing to be right.
Those who deliver super customer service, revel in helping others to succeed and thus they succeed. Their desire to care overrides their ego. They are humble enough to learn from the customer and don’t feel humiliated by the customer. They don’t say things to customers that they will regret for they envision receiving that very same care.
Treat customers well the first time else there may not be a second time. Defensive thoughts and communication lead to regret. Stay open. Show empathy. Explore the customer’s view. Empathy doesn’t mean you agree. It means you matter, we matter, this matters! Through empathy you find how to wow each customer with care.
The old saying, the customer’s always right, has led some to rebel and claim it isn’t true. From there, they justify confronting the customer and saying things to prove the customer wrong.
The debate about that adage is out-of-date and quite worthless. What we all need to remember is that we may not get a second chance from customers we’ve treated badly. Think about it: Why would anyone pay money to be treated with impatience, rudeness and disrespect?
Empathize, explore, and stay open to customers’ views. Live no regret about customers for there may be no second chance to get them back.
From my professional experience to your success,
Kate Nasser, The People Skills Coach™
5 Ways to Stay Calm and Caring w/ Rude or Angry Customers
7 Ego Actions to Avoid for Great Leadership, Teamwork, & Customer Service
Super Customer Service: Be a Buoy
©2013-2016 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email firstname.lastname@example.org for permission and guidelines. Thank you for respecting intellectual capital.
Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.
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~Kate Nasser, The People Skills Coach™
This applies to everything in real world. We should think of everyone we interact with as a customer. We should watch out of all things we say as we in this world live for each other. No one can live alone. We have to empathize to each other to live a better life with no regrets.
There are words that can hurt more than a sord staping. A deep wound can’t easily be healed and so does hurting words.
I liked your sentence “Empathy doesn’t mean you agree. It means you matter, we matter, this matters!”
WE ALL MATTER….
Thanks Kate for your creativity.
Thank you so much Khalid. Words really do matter and if we just think first and empathize — there would be little regret!
This advice really moved me – I think it’s so true – if we imagine the aftereffects of our words and actions it would really save us from a lot of grief. Thank you!
Many thanks Marie. You have so aptly summarized the heart of the post. Thank you!!
I hope you will visit and contribute your insights often.
Warmest wishes and thanks,
Kate, Great post. I really love how you use imagination here as a leadership tool. It is so powerful and if we can pause will really help to have the outcomes we say we desire.
Many thanks Blair. Imagining and visualizing are potent tools to effect change or reach any goal! So pleased you liked it.
Best to you!
I’ve always felt the top skill for customer service is a caring heart & attitude. Not a phoniness you conjure up to get your way but genuine caring & empathy for those you are dealing with…be that customers or fellow employees or the world in general.
This is the top skill I look for when hiring. The other skills can be taught…this must be innate.
Excellent article & advice.