The two key things that make a successful long-term relationship and help in customer service.
Emotional Intelligence (EQ) a concept first coined by Daniel Goleman, can be learnt and improved.
In a recent review of the TUF Online Training program the writer was pleased that I did not advocate zero tolerance: not letting customers swear or show any kind of aggression. Organisations with a zero tolerance policy towards customers tell people not to swear. If the customer persists in swearing they terminate the call or stop serving them and ask them to leave the premises.
The biggest challenge in dealing with difficult situations is to first of all manage your own emotional reactions to them. It is easy to see the other person as difficult and to blame them for your uncomfortable feelings. Acknowledging and accepting your own feelings to yourself is an important first step to making a positive response to someone who you find challenging.
Another missed moment at the luxury resort which said they were ‘all about YOU”
The housekeeping staff were very friendly and pleasant of course. When my wife mentioned to the cleaner that there were bits of white fluff on the carpet from something we had dropped she replied "Don't worry, I'll give it a good vacuum when you go".
I recently stayed at a luxury resort as a birthday gift from my family. It was a lovely place and we had a relaxing time except for one thing that I was struck by.
Their by-line was "We're all about YOU". Great I thought, I will be looked after here.
I have just returned from Christchurch where I presented a free seminar for businesses and organisations on dealing with angry people in post earthquake Christchurch.
Participants from many sectors recognised the same stresses in their staff and customers.
My nephew Scott Garvie, a Wellington plumber (see Scotty’s Potties), volunteered to work for a week in earthquake-stricken Christchurch. He discovered that people needed to talk even more than they needed their plumbing fixed — and listening became harder than fixing their toilets! My own experience of talking on the phone with friends from Christchurch confirms this. People who have gone through severe shocks, like the earthquake, desperately want to talk about their experiences.
This makes being a good listener so important.