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What Every Manager Should Know About Seeing the World from Where the Customer Is Standing
It is important to remember that the customer doesn't necessarily see things in the same way we do. This point was brought home to me one day while I was shopping with my daughter, Stefanie, who was two years old at the time. As I stooped down to tie her shoelaces, I immediately realized why she was becoming so irritable. She could not adequately see the toys that were displayed on the shelf above her head. At this point, I decided to pick her up and to continue shopping with her in my arms. The pleasant change in her behavior was quite apparent and welcomed. Stefanie's experience taught me two lessons that I am passing on to you today: * In dealing with children, with customers, and with people in general who may be from different cultures, we do them and ourselves a great service when we take the time to see their uniques situation from their very special viewpoint. * Developing an emphatic attitude means listening, really listening, to what they are say. (I'm not referring to the superficial listening we are so prone to do by mouthing words to someone while our eyes and ears are glues to the TV. I'm referring to emphatic listening: listening with our eyes.) They might just happen to be our neighbors, friends, customers, co-workers, or employees are saying. And it means trying to feel as they feel. It's like the song says, "Walk a mile in my shoes." To help you get into their frame of mind, imagine yourself in their limited experience and highly dependent situation. This will enormously increase your satisfaction and enjoyment of living and, at the same time, make you much more attractive to others as they recognize your sincere attempts to understand them and help them with meaningful solutions. We all need strong egos to cope successfully with our world, but we need empathy, too. If we want to be successful in business as we are in life, then we must get into the other person's shoes and see the world from where he is standing. Remember: When you maximize your potential, everyone wins. When you don't, we all lose. © Etienne A. Gibbs, MSW PERMISSION TO REPUBLISH: This article may be republished in ezines, newsletters, and on web sites provided attribution is provided to the author, and it appears with the included copyright, resource box and live web site link. Although advance permission is not required, please notify us at execandgroup-consulting@yahoo.com when you use this article. Etienne A. Gibbs, MSW, Management Consultant and Trainer, conducts seminars, lectures, and writes articles on his theme: ... helping you maximize your potential. He offers management, marketing, and parenting resources at his Maximizing Your Potential blog.
MORE RESOURCES: NTTA customer service, Tarrant County district clerk spar over mistaken charge The Dallas Morning News Cognigy Named a Leader in 2024 āConversational AI For Customer Serviceā Report The Bakersfield Californian No, GPT-4o isn't going to kill teaching or customer service Business Insider What Consumers are Saying About AI and Customer Service Customer Think For 13th Consecutive Year, Wolters Kluwer Customer Service Wins NorthFace ScoreBoard Awards Business Wire When consumers would prefer a chatbot over a person The Ohio State University News CommBox Launches Connect Partner Programme, Offering Market-Leading Automation and AI Capabilities to ... Business Wire Opinion: If it's not dead already, customer service is certainly on life support ā¢ Asheville Watchdog Asheville Watchdog Frequently asked questions and customer service CSPI Newsroom Poll workers emphasize election confidence, customer service ā¢ Indiana Capital Chronicle Indiana Capital Chronicle Top Banks Offering 24/7 Customer Service in 2024 Business Insider Customer Service & Support Hillsborough County (.gov) Senate Passes FAA Bill on Air Safety and Customer Service ā The Presidential Prayer Team The Presidential Prayer Team They've got your back: Meet American's system customer service managers - American Airlines Newsroom They've got your back: Meet American's system customer service managers American Airlines Newsroom The Marriott Maze: Navigating Customer Service Over $11, When Does It Stop Being Worth It? View from the Wing Rebuilding the IRS Improves Customer Service and Reduces the Tax Gap Center For American Progress Verizon Down? Users Report Service Outage, Call Dropping | Ways To Troubleshoot And Customer Support Times Now AI enhances flexibility and efficiency for customer service centers, new research reveals | Binghamton News Binghamton University Porsche claims first place for customer service among premium car owners in J.D. Power Study Porsche Newsroom Customer Service Rep Confronts Customer Committing Fraud With The Consequences Of Her Actions. ā 'It's okay to do ... Twisted Sifter How to contact Amazon UK Customer Service About Amazon.co.uk Citizen First Customer Service City of Lynchburg Lee Michaelsā Scott Berg: How to make unhappy customers happy Greater Baton Rouge Business Report The correct airline customer service numbers to help avoid scams The Washington Post Welcome to Riverside Public Utilities City of Riverside (.gov) Forbes Recognizes Regions Bank for Best Customer Service Regions Financial Corporation Air India rolls out iPad app for on board customer service Live From A Lounge Customer Assistance Programs DC Water At some point, construction gave up on customer service ā but it's far from a lost cause New Civil Engineer Britons Spend 800 Years Waiting to Speak to HMRC Business MattersBusiness Matters Genesys & ServiceNow join forces to revolutionise customer service ChannelLife Australia Senate passes bill improving air safety and service for travelers, a day before FAA law expires Chicago Tribune Contact SEA Customer Care portseattle.org Customer Support GE Aerospace StartekĀ® wins Bronze StevieĀ® Award for Innovations in Customer Service Technology India - English PR Newswire Buccaneers Continue to Excel in Season Pass Member Customer Service Experience, Voted No. 1 for Sixth ... Buccaneers.com AI is replacing customer service jobs across the globe The Washington Post Ministry of Immigration aims to improve customer service following altercation at Western Border Breaking Belize News Customer Service Center - Recreation & Wellbeing University of California, Berkeley Delayed On Southwest? You Can Now Skip The Customer Service Line And Request A $75 Credit Online Forbes Social media customer service statistics to know in 2024 Sprout Social Excellent customer service in Austin, Texas, indicative of nationwide survey Transportation Security Administration What Your Business Can Learn From Southwest Airlines Business.com Elefante Music and School for the Performing Arts Seeking Customer Service Representative - School Services TAPinto.net U.S. Passports - Recreation & Wellbeing University of California, Berkeley DPW Wants to Know the Material of Your Water Service Line Baltimore City Department of Public Works Best Customer Service 2024 Forbes |
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