Advanced Connections*

Did you ever assist someone and have her thank you for your help only to then see her turn to someone else for guidance? If so, you might have missed a customer’s “subtle clues.”

Not every dissatisfied customer puts on an overt display –– especially one who feels uncomfortable or intimidated. This makes it more difficult to know when a customer needs additional guidance. But there are some things you can do to help. .

Tips for Helping Customers Feel Comfortable

• Realize that because customers aren’t familiar with the system, they may feel inadequate.

• Never assume that customers know what you are referring to; confirm understanding along the way.

• Repeat yourself as often as needed without being patronizing. Customers may truly be confused. Remember that they are trying to process lots of new information.

• Be patient. Nothing intimidates customers more than feeling that you don’t have the time –– or the inclination –– to assist them.

• Be perceptive to subtle clues –– a change in tone, hesitation, a blank look –– if you see these, make an effort to put customers at ease as you continue assisting them.

In the end, customers count on us to understand their needs and feelings even when they feel uncomfortable making their wishes known to us. The highest level of customer service is achieved when we make it a point to verify whether customers are indeed truly satisfied.

*Copyrighted material used by permission from USA Group Noel-Levitz.

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