Drug testing

Dissatisfied or Rude Customers Can Be Satisfied Customers

On a recent airline flight I was an upset customer. I was arriving on a late inbound flight and connecting with the last flight out on the same airline, but the connecting flight left without me! At first, I was furious when told to wait in a line of 300 people to resolve my problem. But I used my time to "people watch", and I made some valuable observations.

I saw that the customers who approached one ticket agent with a smile, sense of humor or other positive behaviors were walking away in a positive state. The agent looked and sounded kinder and more empathetic when helping those folks. The customers who approached another agent with a visibly sour attitude seemed to evoke a negative response from the agent, and they walked away looking angry.

Both sets of people had similar intentions - to get their problem resolved. But the people who approached the agent angrily got a much less satisfying response. Whatever their intention, the message they sent evoked a negative response. I decided to emulate the other group of people, the ones who approached the agent with a smile and a positive attitude. The result? I walked away with a newly scheduled flight and some upgrades as the airline's way of making amends.

This illustrates a principle of neurolinguistics -- The real meaning of a message is the response it triggers. Knowing this, you can control the experience your customers have when they come to you for service. They may choose to behave rudely, but don't let it trigger a negative response in you, the way it did with the ticket agent I observed. Remember that dissatisfied customers all have the same goal in communicating with you - to get their problem resolved. The ones who are trying to achieve that goal by using rude behavior are going about it the wrong way, maybe because they mistakenly think it's the best way to get results. Treat them in a pleasant, positive manner, and in most cases you'll succeed in triggering a positive response from them.

This is worth repeating: no matter how customers approach you about their need or problem they all want the same thing: to achieve customer satisfaction. Don't take their negative behavior personally, because they're not being rude for rudeness' sake. As a person who works with customers, your behavior should be guided by a belief that you can leave the customer in a better state than when they approached you. You can do that by using a positive, upbeat manner and language to evoke a positive response in your customers.

Copyright? Patricia Weber, http://www.prostrategies.com.

Pat Weber is a coach, certified telelcass leader, and corporate trainer. With her incisive, effective communication skills, her services can put problem solving in your own hands, by helping you increase your choices and build your self-confidence. With personal coaching, a teleclass, an online email course or on- site workshop, get what you want, more easily and more often. Visit her website at http://www.prostrategies.com. Contact her for a free coaching session.

limousine chicago service
In The News:

Marketing as a Spiritual Practice

"Marketing as a spiritual practice." It sounds contradictory ? how... Read More

We Got It Wrong: Never Under Promise & Over Deliver

You know how it is, you believe something for so... Read More

The History of CRM -- Moving Beyond the Customer Database

Customer Relationship Management (CRM) is one of those magnificent concepts... Read More

Establishing Yourself as an Expert in the Eyes of Your Customers

The most important aspect of a successful business is developing... Read More

Be the Customer: See Yourself as Your Customers Do

What do your customers experience when they interact with your... Read More

Restaurant Scheduling for Success

- Excerpt from Richard Saporito's latest e-book "How to Improve... Read More

Increase Sum in Your Check Account with Follow-Ups

We'll be examining what makes follow up to prospects/customers so... Read More

Customer Service A Chickens Way

Anyone who knows me knows my favorite fast food restaurant... Read More

Customers Who Rave About You and Your Service

According to customer service studies by marketing gurus of the... Read More

Dont Eliminate The Middle Man - Add One

Today, there are situations when we actually add a "middle... Read More

What Every Manager Should Know About Seeing the World from Where the Customer Is Standing

It is important to remember that the customer doesn't necessarily... Read More

Service Equals Performance Equals Service

Service can be described as a "performance" of some kind... Read More

How To Build a Profitable Business

It's never too soon to start saying thanks to your... Read More

Customer Service Tips - Is Your Business A Leaky Bucket?

Customer service and customer service training are vital for any... Read More

3 Special Benefits Every Customer Wants

Every customer looks for 3 special benefits when they do... Read More

Call Center Software - Your Tool of Choice in Customer Relations

The call center represents your first line of communication with... Read More

Are You Putting Technology Before Your Customers?

Which is more important the technology or the customer?The one... Read More

Debt Elimination Scam

May people these days have a problem with mounting debt.... Read More

Stay - Say - Pay

Would you like to have customers that stay with you... Read More

Complaining Consumers

The salesman's job is to be well informed; extremely well... Read More

Saying Thank You to Your Clients

"Thanking your customers" - Why you should do it and... Read More

My Child Has Opie Eye!

7:00 a.m., the silence in the house is broken by... Read More

Dont Forget your Existing Clients

Quest for new clients shouldn't ignore those who pay the... Read More

Stand Out in Business the Write Way

When was the last time you received a handwritten note... Read More

What Every Manager Should Know About How to Learn from the Complaints of Customers and Employees

Listening to complaints, whether they're reasonable or not, is a... Read More

led street lighting fixtures led parking lot lighting Pete's produce ..