When it comes to service, are you the dog?

When it comes to service we can sometimes accept poor behaviour.

In sales and customer assistance the “kick the dog” syndrome is an occupational hazard.

Most of the time you are the dog as the customer service person.The “kick the dog” syndrome is where the boss shouts at the secretary, the secretary shouts at her husband, the husband shouts at the kid and the kid kicks the dog. What did the dog do? Nothing!
Often the reason customers are in a bad mood is all the other “stuff” that has happened in the day.
If you can turn that mood around you have begun developing a good relationship.

Tips to avoid becoming the “service dog”:

  • Don’t take it too personally.
  • Take a deep breath and listen.
  • See it as an opportunity to shift their mood, and gain customer loyalty.
  • Our attitude often directly impacts how others react.
  • When we listen we can discover their pains and helps solve their problems more easily.
  • Seek to act – consciously, vs react – unconsciously.
When a customer is in a bad mood, it doesn’t always mean it is because of your service or products.
It can be because:
  • they have had a bad day
  • they had poor service previously
  • they are unused to good service
  • they are thinking of something (unrelated to you)
  • they are preoccupied with unrelated issues.

It is easy to feel like others don’t like us, or are unhappy, but most of the time we do not feature that prominently in others lives. Often we are a side note. The key is to ensure our contribution to the interaction is positive, empathetic and engaging.

When it comes to service we can sometimes accept poor behaviour. To learn skills to handle stress and anxiety caused by this behaviour contact us today.

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Richard Riche

Change Communication and Employee Engagement specialist at One Clear Message Consulting
Richard specialises in helping you build real human communication skills. Employee Engagement / Experience, Emotional Intelligence skills, building high performance teams and a great place you want to work. TED style speaking and presentation skills. Training, consulting and coaching.
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