Five Tips to avoid causing problems or escalating negative client perceptions
Are you aware of things you do that cause problems or escalate negative client perceptions? Most people are not consciously thoughtless or inconsiderate; however, our actions influence the positive and negative impressions of others.
Let me give you some examples that I have experienced:
- I wanted to open an account with a bank and was the last client of the day. It was one minute before closing. The banker had a lot of things to take care of for me, and he was rushing me through the process so he could get home on time.
- I was in a supermarket waiting to pay for my groceries. While she was scanning my groceries, the cashier was chatting with her coworkers. It took 10 minutes longer than usual.
- I was on the phone with my telephone provider because there was an issue with a bill that, according to them, I hadn’t paid. I had proof that I paid the bill, but instead of listening to me, the person on the phone kept insisting that I was at fault.
Have these situations ever happened to you? How did you feel?
Even worse, have you perhaps been one of the service providers in the above situations? To be honest, I have.
So, what can you do to avoid triggering problems? Here are my top 5 tips:
- Give every client your undivided attention and listen to what they are saying. Schedule a second appointment if you run out of time and apologize for the inconvenience.
- During a client conversation, politely ask anyone who wishes to interrupt to wait until you have finished with your client. If there are coworkers who often tend to interrupt you, privately ask them to make sure that you are not with a client when they speak with you. If an interruption is unavoidable, provide your client with a rationale for why you are allowing the interruption and inform them of how long it will be before you get back to them.
- When discussing issues that reflect negatively on a client, always allow them to save face. Consider your language and try to find appropriate resolutions or alternatives.
- Be aware of how, and when, you may be triggering problems and consider what changes you can make – even slight ones – to prevent problems from occurring.
- Although you may not be in charge, you can use your positive attitude to influence others who are causing problems.
It is better to focus on behaviors that prevent problems rather than developing solutions to problems. Don’t you agree?
If you would like to learn more about how to achieve breakthrough service by using behaviors that prevent negative service perceptions and drive customer satisfaction and loyalty success, please join our upcoming virtual workshop on August 8, 2017 – Learn more about Breakthrough Service Performance. You can also contact me:
0031 61235 0901
Learn more about “Breakthrough Service Performance”