Great Customer Connections: Simple Psychological Techniques by Richard S. Gallagher

By Richard S. Gallagher

This booklet will swap the way in which that you just speak with clients. might be extra very important, it is going to additionally switch the best way that you simply examine client situations—from an paintings to a technological know-how.

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Probably isn’t endearing. However, if you are on the staff of a teen hangout, this same phrase might actually be perfectly acceptable to say. 3. Benefits the Customer—This guideline automatically eliminates most of the ‘‘bad’’ greetings mentioned previously. A simple rule of thumb here is that if it doesn’t somehow benefit the customer, it cannot be the first thing that you say. One thing that you will notice these guidelines don’t do is prescribe that you should say ‘‘X’’ to a customer. Unless your greeting process is scripted by your employer, the specific words that you say should flow from your best judgment of the situation—as long as they are sincere, appropriate, and benefit the customer.

This, in turn, often creates bad feelings in the minds of the people whom we serve. The phenomenon of negative expectation is so well known in fields such as psychology and medicine that there is even a clinical term for it: the nocebo effect. This term, taken from the Latin term for ‘‘I will harm,’’ is the opposite of the well-known placebo effect, where people expect to benefit from a dummy treatment. With negative expectation, people expect that they will not benefit and imagine problems so clearly in their own minds that they react accordingly.

Chapter 2 | The Inner Game of Customer Contact ■ Because some people have mishandled your merchandise in the past, you react disapprovingly when anyone claims that merchandise is damaged and requests a discount. ■ Because some people have been rude to your staff in the past, you feel stiff and defensive with everyone. 19 This reality that some people, in fact, do bad things, but that most do not should guide your personal mind-set of unconditional positive regard. It means that you still do what you must do, but you don’t presume as much as you once did.

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