effective customer communication
Despite our desire that life should be a steady upward line towards whatever our goals are, we learn soon enough that it’s far from a straight journey. Whether personally or professionally there are ups and downs along the way, some small and some large.
Resilience is the skill that we need to develop to stop ourselves falling deep into these potholes, to help lift ourselves up over the rim of these craters and continue to move forward.
If you have ever felt you are living in a time of great change, now is as good a time as ever for brand leaders to make an impact by standing up for what they believe in. Earlier this month, Gillette made a very brave move when they launched their revolutionary new advertisement “We Believe: The Best Men Can Be”.
Known for their 30-year old strong tagline “The best a man can get”, Gillette wanted to take a fresh look at what it means to be the best and how they may portray these ideals in a modern society. So, they made the bold move, by changing their focus along with their slogan to “The best a man can be”.
Over the years, many salespeople have told me one of their biggest obstacles is when they encounter the gate-keeper on reception. What do they fear that causes so much anxiety?
The fact is we will always come into contact with gatekeepers. And yes, we may be asked a number of questions and sometimes they will prevent us getting through to the decision maker.
Yet, we need to remember it’s their job to screen calls. We should accept it and be prepared to work out the best way to deal with these situations and win them over. So, how can we do this?
When it comes to customer service, I firmly believe most people have good intentions and the majority of confrontations are the result of a misunderstanding.
Whether we intentionally or unintentionally set out to upset the customer, the outcome is still the same. Because 'if a customer believes they have a problem - they have a problem' and it’s our job to sort it out.
Saying “I’m sorry” is one of the most powerful phrases to use. It demonstrates real humility and actually increases our chance of calming the customer, as they feel valued and heard. If we miss the opportunity to apologise, we can lose a customer. Yet if we embrace it, we can gain a customer for life.
Recently I came across a wonderful quotation by an unknown author, that read “Self-confidence is a super power. Once you start believing in yourself, magic starts happening”. It got me thinking.
How many times in our lives, have we missed out on an opportunity because of a lack of self-belief? How many times have we given up before we have even started? And how many times have we discouraged others to try because we think it’s too risky?
If we are really honest, I am sure we can all think of plenty of examples when we missed out on exciting adventures and wonderful opportunities. But have we ever stopped to think about the effect it can have on our confidence and self-esteem when we play safe or avoid trying new things?