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

By Richard S. Gallagher

ISBN-10: 0814429521

ISBN-13: 9780814429525

ISBN-10: 0814473083

ISBN-13: 9780814473085

This publication will switch the way in which that you simply speak with clients. probably extra very important, it is going to additionally switch the way in which that you simply examine patron situations—from an artwork to a technology.

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Extra info for Great Customer Connections: Simple Psychological Techniques That Guarantee Exceptional Service

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They all involve thinking past our natural self-protective instincts. ■ They change the way you will ultimately interact with these customers by changing the mental image you have beforehand. These points, in turn, tie in with a larger truth about customer service: Customers are not always happy people. However, with practice, we can ultimately learn to see them with the professional detachment that, in turn, can change our emotional and even physical reactions to a customer situation. Psychologists have taught us for many years that we respond to our own mental images, in any situation, and can change these mental images.

Sometimes I even have a gut feeling that someone is going to try to shoplift from our store, and it turns out to be correct! ’’ My response would be to break these situations into two component parts: the periods of time (a) before and (b) after a customer actually does or says something bad. My experience is that people react during time (a) in ways that they should reserve for time (b). In other words: ■ Because some people have returned used merchandise in the past, you emotionally stiffen up when anyone returns merchandise.

Stereotyping—forming a judgment about how a customer will act based on external appearances such as what he or she looks like, dresses like, or says 3. Personalization—making an incorrect presumption that a customer’s feelings are directed toward you personally For most of us, these feelings are universal to some degree; and because of this, they are often hard to recognize within ourselves, because they feel so natural in real life. But they can be recognized—and changed—with practice. Here, we will look at some specific techniques that you can use to prevent these errors in judgment in order to create a different outcome with your customers in the future.

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Great Customer Connections: Simple Psychological Techniques That Guarantee Exceptional Service by Richard S. Gallagher


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