Making Connections with Clients
Sunday, December 6th, 2009Service is all about treating people the way we’d like to be treated. Resolving claims and complaints becomes a little easier and a lot more personally satisfying when we try to understand the client, customer, passenger or guest’s point of view. As I often say in training classes and coaching sessions, make a connection with your customer. Find a point of agreement. Empathize. Saying “I’m sorry to hear about this” or “I understand how disappointing that must have been” is not an admission of wrongdoing or acceptance of liability. It is your opportunity to ensure there is a connection on a personal level before moving on to the business of resolving the issues. Connect with your client. You’ll be glad you did.
Cheers,
Elizabeth