Tags |
|
|
Links |
|
|
Actual for You - Customers Aren't Angry - They're Afraid!
Points You Want To Remember When Branding Your BusinessIt’s easy to get lost in the business shuffle these days. There are hundreds of companies that produce similar products or provide parallel services, but how do you make yours distinct? There are a lot of ways and only one highly important
If they’re afraid, they need reassurance. Like a child who hears a disturbing sound in the night, customers need to be comforted; to be told that they’ll be protected, that they’re safe.
They don’t need to be engaged in a deba
Most people think they know what it means to be technically unemployed. The reason for the term "technically" is because no matter what one person may think of as far as unemployment, your government may have a totally different idea and definition. Therefore, if you're currently not working and wonder if you are c
Examine the classes offered by giants in the training industry, and you’ll always seem to find something pertaining to “Dealing With Conflict & Difficult Customers.”
It’s an appealing title, to be sure, and robust registrations will support such offerings.
But it’s all based on a faulty premise: That the major impediment that needs to be addressed, remedied, overcome, is dealing with angry people.
What if customers aren’t angry?
Wouldn’t this make most of these efforts misguided, if not utterly wasted?
Wouldn’t that mean we’re prescribing the wrong medicine for what ails us, and them?
Consider this alternative explanation. When customers call in, using a loud voice, expressing themselves in fits and starts, and even taking personal swipes at CSR’s, these people are not angry.
They’re afraid.
If they’re afraid, they need reassurance. Like a child who hears a disturbing sound in the night, customers need to be comforted; to be told that they’ll be protected, that they’re safe.
They don’t need to be engaged in a debat
Nurse professionals are needed in almost every city in America. As a nurse, you get the opportunity to improve lives, to teach people how to achieve a healthier life style and also ensure patients that they have the best health care available to them.Advancing in your nursing career. There are 4 paths that can
It’s an appealing title, to be sure, and robust registrations will support such offerings.
But it’s all based on a faulty premise: That the major impediment that needs to be addressed, remedied, overcome, is dealing with angry people.
What if customers aren’t angry?
Wouldn’t this make most of these efforts misguided, if not utterly wasted?
Wouldn’t that mean we’re prescribing the wrong medicine for what ails us, and them?
Consider this alternative explanation. When customers call in, using a loud voice, expressing themselves in fits and starts, and even taking personal swipes at CSR’s, these people are not angry.
They’re afraid.
If they’re afraid, they need reassurance. Like a child who hears a disturbing sound in the night, customers need to be comforted; to be told that they’ll be protected, that they’re safe.
They don’t need to be engaged in a deba
You’ve worked hard to get to where you are and your technical skills are top-notch. You are fluent in your area of expertise and can converse at length on the latest developments in your field. But do you speak the language of career advancement? Many of my clients come to me with stories of being passed over for a
What if customers aren’t angry?
Wouldn’t this make most of these efforts misguided, if not utterly wasted?
Wouldn’t that mean we’re prescribing the wrong medicine for what ails us, and them?
Consider this alternative explanation. When customers call in, using a loud voice, expressing themselves in fits and starts, and even taking personal swipes at CSR’s, these people are not angry.
They’re afraid.
If they’re afraid, they need reassurance. Like a child who hears a disturbing sound in the night, customers need to be comforted; to be told that they’ll be protected, that they’re safe.
They don’t need to be engaged in a deba
How many times have you had a thought about something but then not acted on it? It might be a concern you had or a great new approach that inspired you. Take a moment or two to list a few for yourself....I really should talk to him about... We should expand our business in... Why did
Consider this alternative explanation. When customers call in, using a loud voice, expressing themselves in fits and starts, and even taking personal swipes at CSR’s, these people are not angry.
They’re afraid.
If they’re afraid, they need reassurance. Like a child who hears a disturbing sound in the night, customers need to be comforted; to be told that they’ll be protected, that they’re safe.
They don’t need to be engaged in a deba
You’re flipping through this publication as you wait for your latte, when suddenly you decide to stop and read an ad. What made you stop? I’ll bet it was an attention grabbing headline.It is a scientifically proven fact that 5 times as many people read headlines as read the body copy of an ad. So with the head
If they’re afraid, they need reassurance. Like a child who hears a disturbing sound in the night, customers need to be comforted; to be told that they’ll be protected, that they’re safe.
They don’t need to be engaged in a debate about whether there’s something lurking out there. You can appeal to that rational side of the brain all you want, and you won’t put a petrified kid at ease.
You don’t have a “conflict” with your child. Your interests are identical. You’re on the same team!
While the child may be expressing herself aggressively, that is her defensive reaction to fear. It makes no sense to attack her defense; that will just obscure the underlying problem, even more.
So, does this mean conflicts don’t exist? They exist, but we need to define them, properly.
Conflicts are misunderstandings and disagreements about facts. The customer who says she sent in her charge card payment on time, and the rep who disputes that, are in a state of conflict.
But beneath that, is the fear, fostered by the client that she’ll be wrongly charged late fees and finance charges. Assure her right away that you’ll waive any unexpected penalties, and the conflict becomes moot.
Suddenly, nobody cares about proving wh
HTTP = HTML link (for blogs, profiles,phorums):
<a href="http://www.actual4u.com/article/15467/actual4u-Customers-Arent-Angry--Theyre-Afraid.html">Customers Aren't Angry - They're Afraid!</a>
BB link (for phorums):
[url=http://www.actual4u.com/article/15467/actual4u-Customers-Arent-Angry--Theyre-Afraid.html]Customers Aren't Angry - They're Afraid![/url]
Related Articles:
Hot Air Balloon Advertising Works
Creativity and Getting Outside of the Box
Bookmark it:
|