| I came across a quote recently and it really made | | | | home/hardware store). They are looking to you |
| me think about the "state" we find our | | | | for answers because their brother -in - law don't |
| Customers in sometimes. Often, we are | | | | know either. |
| completely unaware of how they feel or what | | | | Taking a Customer to the Understanding state |
| they think of us. Their "state" is a mystery to us. | | | | sometimes is as easy as directing them to aisle |
| Here is the quote. "There are only two states in | | | | 17, and other times it requires you walking out to |
| our lives. The state we are in and the one we | | | | the parking lot and staring at a thingamajig on the |
| just left." | | | | whatchamacallit. It's your expertise that makes a |
| So, what state is your Customer in? Afraid? | | | | difference. |
| Understanding? Determined? How can you change | | | | Unknowing vs Knowing. This state is best |
| their reference, their frame of mind? Which state | | | | described as the firm handshake, nod of the head |
| do you want them to be in when they leave your | | | | and warm hug at the end of a conversation that |
| business or hang up the phone? ( No, it's not one | | | | tells you, Customer Service Professional, that you |
| of the 50 states smartaleck) | | | | just helped out in a big way. |
| Here are a couple of Customer Service states to | | | | This state of "Knowing" is the difference between |
| choose from and what to do about them. | | | | a recommendation and a condemnation, a smile |
| Fearful Entrance vs Confident Departure. | | | | and a frown when your name is mentioned and |
| Sometimes Customers are in fearful state. They | | | | the difference between a friendly shout and just |
| are not sure what is going to happen, not sure | | | | shouting. |
| you can help them and not sure of what they | | | | Knowing is that state where everyone "knows" |
| would like as an outcome. They look to you, and | | | | that the best place in town is your place, that the |
| you take them from a state of fearfulness to | | | | answers they seek come from your phone or |
| one of confidence by; A Practicing Active | | | | website and the satisfaction of "knowing" that |
| Listening, B Paraphrasing to confirm understanding, | | | | when they get into their car and drive to get |
| C Offering Solution Statements and D Following | | | | something done, they end up at your place. That's |
| Through. | | | | Knowing. |
| Confusion vs Understanding. Sometimes they are | | | | Which state do your Customers find themselves |
| just not sure what they came in for, but you are | | | | in? More importantly, what are you doing to |
| just the person to help them. (I am thanking | | | | change their frame of mind? |
| every clerk who has ever helped me at the | | | | |