It’s important to remember that we live in a super stressed society. In big cities even in rural areas there are more causes of frustration and stress than ever before.
Remember when the national news was reporting a rash of incidents on the Los Angeles freeways with people locked in traffic jams losing their tempers with one another and actually pulling out guns and shooting each other.
Different people have different stress tolerance levels and can essentially snap into anger and rage when one last incident pushes them past their tolerance limit. Often a customer with a complaint may be close to that boiling point. Your customer service diplomacy can prevent him from boiling over. Doing so helps that person, helps you and helps your company.
You can tremendously improve your effectiveness at handling your customer with a complaint by reading this email a number of times so that the five success guidelines can become a part of your permanent memory.
Research has established that a message read or heard only once is 85% forgotten in about fifteen days but that same message read or heard twenty times in about thirty days is 85% remembered and impacts on a person’s thinking, speech and performance. This email can be used to program your mind through repetition to win in situations with customers with complaints.
Years ago a man named Dale Carnegie wrote a book and then advertised free lectures based on the book titled, “How to Win Friends and Influence People.” The lectures were packed and the book became an international best seller. It gave birth to the Dale Carnegie course, which is conducted throughout the United States and in a number of other countries today.
Why has this book been so phenomenally successful?
I think because it strikes to the heart and soul and core of success or failure and happiness or unhappiness in everyone’s careers and personal lives. The ability to get along with other people. This is a prized ability.
Billionaire industrialists Andrew Carnegie in one year paid his right hand man Charles Schwab a $100,000 salary and a $1,000,000 Christmas bonus. Carnegie said, “I paid him the salary for what he did. The bonus for what he was able to get others to do.”
Former President Reagan’s immense popularity over his entire two terms made him the most popular president in modern history. It seems to rest on his persona as the great communicator.
In every direction you might look you’ll find that the most successful and the happiest people get along well with just about everybody. They might be called people-people.
A story is told of a man’s missed opportunity. There was a job opening for an assistant manager in the shipping department of a large company. The manager of the department could find only one man in the shipping office who had the necessary experience and was potentially a good manager. He was a shipping clerk who had come to work for the company three years earlier than any other clerk currently employed by the firm.
“If he has all that experience with us why don’t you want to move him up?” the personnel director asked, “It has always been our policy to promote from within.”
“I know that,” the manager answered, “but in all his years in my department he hasn’t shown the slightest desire to learn anything new about the business or shown any real interest in his own advancement. He’s highly intelligent in doing an adequate job but adequate isn’t good enough.”
The man missed an opportunity to move up into a better paying job because he failed to realize the importance of the work he was already doing. Because he didn’t see the opportunity his job offered he was doing just enough work to get by and not putting forth any of the extra effort that leads to promotions.
One of the most respectable motivational authors and lecturers, Mr. Earl Nightingale, had a famous talk titled, “Greener Pastures,” in which he notes our tendency to keep looking for better opportunity in the greener pastures in the distance when it would actually be easier to create a greener pasture right where we are.
The new certain path to career advancement is to shine in your present position. You have a marvelous opportunity to shine through customer service diplomacy.
As the observations about Dale Carnegie, Charlie Schwab and even President Reagan indicate the ability to get along with and influence people is one of the most valuable business skills there is. The skill of the accomplished Customer Service Diplomat.