allaboutwomen

On a latest airline flight I was an upset customer. I was arriving on a late
inbound flight and connecting with the last flight out on the identical airline, however the
connecting flight left without me! At first, I was livid when advised to wait in a line of
300 individuals to resolve my problem. However I used my time to “individuals watch”, and I
made some worthwhile observations.

I saw that the customers who approached one ticket agent with a smile, sense
of humor or other positive behaviors were strolling away in a positive state. The
agent appeared and sounded kinder and extra empathetic when helping these folks.
The customers who approached another agent with a visibly sour perspective appeared to
evoke a negative response from the agent, and so they walked away looking angry.

Both units of people had related intentions – to get their drawback resolved. However
the individuals who approached the agent angrily acquired a much less satisfying response.
Whatever their intention, the message they despatched evoked a negative response. I
decided to emulate the opposite group of people, the ones who approached the agent
with a smile and a positive attitude. The outcome? I walked away with a newly
scheduled flight and some upgrades as the airline’s approach of constructing amends.

This illustrates a principle of neurolinguistics — The true that means of a
message is the response it triggers. Realizing this, you’ll be able to management the expertise
your clients have when they come to you for service. They could choose to behave
rudely, however do not let it trigger a negative response in you, the best way it did with the
ticket agent I observed. Keep in mind that dissatisfied clients all have the identical
goal in communicating with you – to get their drawback resolved. The ones who’re
trying to realize that goal through the use of impolite behavior are going about it the wrong approach,
possibly as a result of they mistakenly think it’s one of the best ways to get results. Deal with them in a
nice, positive manner, and generally you may succeed in triggering a positive
response from them.

This is price repeating: irrespective of how clients strategy you
about their want or drawback they all want the identical factor: to realize customer satisfaction.
Don’t take their negative behavior personally, as a result of they are not being impolite for
rudeness’ sake. As a person who works with clients, your behavior needs to be
guided by a belief that you could go away the shopper in a greater state than when they
approached you. You are able to do that through the use of a positive, upbeat manner and language
to evoke a positive response in your customers.