Are You Unknowingly Conquering Customers? | #PeopleSkills #Custserv
by Kate Nasser | 6 Comments »
Are you unknowingly conquering customers when you interact with them? Your inner needs, your intentions, your words, and tone of voice may be conquering customers instead of caring for them. Check this short list to remove these bad habits.
Are You Unknowingly Conquering Customers? Image by Kristin Harvey via Flickr Creative Commons License.
Are You Conquering Customers w/ Your Words?
You and your teams have a precious responsibility — customer care. Yet even with the best intentions, you may be conquering customers instead of caring for them.
Conquering Customers Mistakes
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Highlighting customers’ mistakes and talking down to them
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Blaming the customers for your mistakes
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Having to have the last word in a disagreement
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Telling them they have no other choice but your company
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Showing your anger when customers are not pleased with your service
Customer service teams actually do these things. These mistakes are not minor slip-ups. They demean and degrade the customers. They leave bad memories and lasting scars that drive them to tell everyone how you treated them.
To prevent making these serious mistakes, develop a thick skin and a warm heart. The call to serve doesn’t descend into hurting customers. With a warm heart, your words will show customers memorable care and excellent results.
From my professional experience to your success,
Kate Nasser, The People Skills Coach™
Related Posts:
Love the Customers Not the Rules
5 Ways to Stay Calm & Caring With Angry Customers
©2017 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 info@katenasser.com 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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Customer Care – Make A Great Impression!
Wonderful post Kate! I especially love the way you compared the difference between “conquering” vs “caring” for our customers. We often do not forget warmhearted customer service and it begs us to return for some more. I recently felt cared for when I needed help choosing a gift for a special friend. The associate spent so much time with me and made me feel that they were there to be of help and not concerned with how much time I took.
Thanks Kate for these insights and your continued leadership!
Thanks for adding your personal story Terri. I find that these experiences — shared with others — reach far and wide.
Best and warmest wishes,
Kate
It’s funny, I’m trying to think of when I experienced warmhearted customer service and of course, all of the customer conquering experiences are top of mind. Says a lot, right? When you treat your customers poorly, they don’t forget. Still, that doesn’t mean I don’t remember and appreciate those that made life easy and were a pleasure. I do and not only do I do business with them again and again but also tell everyone else to do business with them too.
As usual, a valuable post, Kate. Will share!
Alli
I am smiling and nodding my head Alli because your response is SO common. Like you, I also praise those who give warmhearted service and tell others about them. I think of Maya Angelou’s quote:
One of my business goals for years has been to make warmhearted caring service the norm. Ha ha … there is still more work to do 🙂
All the best,
Kate
Hello,
Thank you very much for this blog post. Not long ago, I received warmhearted customer service that I will remember for long time. It all started with a smile and then the way the sales representative was carefully listening to what I was saying.
Later on, we ended up talking about the same topic being that I was interested in such a way of doing a job.
I definitely realised that what matters is to love the job we do.
I wish to experence again and again such customer service in the future.
Vincent
Many thanks Vincent for your wonderful story. It illustrates so well that outstanding service that cares for the customers is truly memorable.
Best wishes,
Kate