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Casual Articles - 5 Action Ideas to Deal with Difficult People
Only in America could billions of dollars be made selling weight loss products to people who need to shed a few extra pounds. In a world full of starving people, Americans seem to have emerged as a nation of overfed, under exercised fatties who can’t put down that bag of potato chips, stop eating that ice cream or refuse that second (or third?) helping of pasta. America’s weight problem – historically solved by eating less and exercising more – had no
Examples of empathy responses would be - "I can understand that you're angry", or "I see what you mean". Again, these responses need to be genuine.
5 - Build rapport - Sometimes it's useful to add another phrase to the empathy response, including yourself in the picture. - "I can understand how you feel, I don't like it either when I'm kept waiting". This has the effect of getting on the customer's side and builds rapport. Some
Small businesses will eventually face the inevitable question of whether or not they have outgrown their current office space. If you are consistently struggling to find suitable workspaces for your employees or temporary hires it may be time to change your office space and find something a little larger that can accommodate your company during its busiest times. The last situation you want to be in is to have to ask some of your employees to share an
I'm sure that you always want to provide exceptional service to both your internal and external customers. However, in the real world, things go wrong and mistakes are made. These "customers" will often judge your level of service based on how you respond to a mistake. Do it well and they'll probably forgive you and possibly even say positive things about your business or your abilities to other people.
The important thing to realise when dealing with an upset customer, be they internal or external, is that you must - deal with their feelings, then deal with their problem. Upset customers are liable to have strong feelings when you, your product or service lets them down and they'll probably want to "dump" these feeling on you.
You don't deal with their feelings by concentrating on solving the problem, it takes more. Here are 5 action ideas that deal with the customers' human needs:
1 - Don't let them get to you - Stay out of it emotionally and concentrate on listening non-defensively and actively. Customers may make disparaging and emotional remarks - don't rise to the bait.
2 - Listen - listen - listen - Look and sound like your listening. The customer wants to know that you care and that you're interested in their problem.
3 - Stop saying sorry - Sorry is an overused word, everyone says it when something goes wrong and it's lost its value. How often have you heard - "Sorry 'bout that, give me the details and I'll sort this out for you". Far better to say "I apologise for ......" And if you really need to use the sorry word, make sure to include it as part of a full sentence. "I'm sorry you haven't received that information as promised Mr Smith". (It's also good practise to use the customers name in a difficult situation).
4 - Empathise - Using empathy is an effective way to deal with the customers feelings. Empathy isn't about agreement, only acceptance of what the customer is saying and feeling. Basically the message is - "I understand how you feel". Obviously this has to be a genuine response, the customer will realise if you're insincere and they'll feel patronised.
Examples of empathy responses would be - "I can understand that you're angry", or "I see what you mean". Again, these responses need to be genuine.
5 - Build rapport - Sometimes it's useful to add another phrase to the empathy response, including yourself in the picture. - "I can understand how you feel, I don't like it either when I'm kept waiting". This has the effect of getting on the customer's side and builds rapport. Some
Many dream of photography school. It is an art and a passion that few people can take and make use of. But, those that do, really can amaze the world with what they can capture on a single roll of film. But, how can you find the right school to get into? Having the right photography school on your resume really can make a bit of difference. So, take your time in choosing the right school for your choice. Chances are, you’ll have many options to c
The important thing to realise when dealing with an upset customer, be they internal or external, is that you must - deal with their feelings, then deal with their problem. Upset customers are liable to have strong feelings when you, your product or service lets them down and they'll probably want to "dump" these feeling on you.
You don't deal with their feelings by concentrating on solving the problem, it takes more. Here are 5 action ideas that deal with the customers' human needs:
1 - Don't let them get to you - Stay out of it emotionally and concentrate on listening non-defensively and actively. Customers may make disparaging and emotional remarks - don't rise to the bait.
2 - Listen - listen - listen - Look and sound like your listening. The customer wants to know that you care and that you're interested in their problem.
3 - Stop saying sorry - Sorry is an overused word, everyone says it when something goes wrong and it's lost its value. How often have you heard - "Sorry 'bout that, give me the details and I'll sort this out for you". Far better to say "I apologise for ......" And if you really need to use the sorry word, make sure to include it as part of a full sentence. "I'm sorry you haven't received that information as promised Mr Smith". (It's also good practise to use the customers name in a difficult situation).
4 - Empathise - Using empathy is an effective way to deal with the customers feelings. Empathy isn't about agreement, only acceptance of what the customer is saying and feeling. Basically the message is - "I understand how you feel". Obviously this has to be a genuine response, the customer will realise if you're insincere and they'll feel patronised.
Examples of empathy responses would be - "I can understand that you're angry", or "I see what you mean". Again, these responses need to be genuine.
5 - Build rapport - Sometimes it's useful to add another phrase to the empathy response, including yourself in the picture. - "I can understand how you feel, I don't like it either when I'm kept waiting". This has the effect of getting on the customer's side and builds rapport. Some
Almost every company talks at length about customer service and the need for excellence in satisfying the needs of its customers but very few put that talk into action. This is particularly true in the bottled water business.The bottled water industry service a wide customer base with each company in the industry servicing many individual customers. The industry is characterized by a small number of very large firms and a large number of relat
1 - Don't let them get to you - Stay out of it emotionally and concentrate on listening non-defensively and actively. Customers may make disparaging and emotional remarks - don't rise to the bait.
2 - Listen - listen - listen - Look and sound like your listening. The customer wants to know that you care and that you're interested in their problem.
3 - Stop saying sorry - Sorry is an overused word, everyone says it when something goes wrong and it's lost its value. How often have you heard - "Sorry 'bout that, give me the details and I'll sort this out for you". Far better to say "I apologise for ......" And if you really need to use the sorry word, make sure to include it as part of a full sentence. "I'm sorry you haven't received that information as promised Mr Smith". (It's also good practise to use the customers name in a difficult situation).
4 - Empathise - Using empathy is an effective way to deal with the customers feelings. Empathy isn't about agreement, only acceptance of what the customer is saying and feeling. Basically the message is - "I understand how you feel". Obviously this has to be a genuine response, the customer will realise if you're insincere and they'll feel patronised.
Examples of empathy responses would be - "I can understand that you're angry", or "I see what you mean". Again, these responses need to be genuine.
5 - Build rapport - Sometimes it's useful to add another phrase to the empathy response, including yourself in the picture. - "I can understand how you feel, I don't like it either when I'm kept waiting". This has the effect of getting on the customer's side and builds rapport. Some
Your first step is to plan your booth well. Think about your goals for the show, and plan accordingly. If your goal is to book parties or recruit and you anticipate needing a moment or two to talk to people one on one, then make sure those prospective hostesses or representatives can enter your booth and get information from you. If you are selling product and need to control inventory, then block off part of your booth for your use only.This
4 - Empathise - Using empathy is an effective way to deal with the customers feelings. Empathy isn't about agreement, only acceptance of what the customer is saying and feeling. Basically the message is - "I understand how you feel". Obviously this has to be a genuine response, the customer will realise if you're insincere and they'll feel patronised.
Examples of empathy responses would be - "I can understand that you're angry", or "I see what you mean". Again, these responses need to be genuine.
5 - Build rapport - Sometimes it's useful to add another phrase to the empathy response, including yourself in the picture. - "I can understand how you feel, I don't like it either when I'm kept waiting". This has the effect of getting on the customer's side and builds rapport. Some
First of all, to fully understand and appreciate the answer, a couple of givens must be taken into account. What I believe to be the most important item for dealing with an interview successfully is, your attitude. Your attitude determines the outcome of every interview. The core competencies must be there in order for you to get the interview in the first place but, your attitude during the interview will be what ultimately gets you accepted or re
Examples of empathy responses would be - "I can understand that you're angry", or "I see what you mean". Again, these responses need to be genuine.
5 - Build rapport - Sometimes it's useful to add another phrase to the empathy response, including yourself in the picture. - "I can understand how you feel, I don't like it either when I'm kept waiting". This has the effect of getting on the customer's side and builds rapport. Some customer service people get concerned with this response as they believe it'll lead to - "Why don't you do something about it then". The majority of people won't respond this way if they realise that you're a reasonable and caring person.
If they do, then continue empathising and tell the customer what you'll do about the situation. "I'll report this to my manager" or "I'll do my best to ensure it doesn't happen in the future".
Make no mistake about it; customers, be they internal or external, are primarily driven by their emotions. It's therefore important to use human responses in any interaction particularly when a customer is upset or angry. If customers like you and feel that you care, then they're more likely to accept what you say and forgive your mistakes.
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