Keep Your Patience with Patrons
Friday, July 31, 2015
Posted by: Nathan Swartzendruber
Respecting your customers makes it easy to help them
Service Circus: a full day for $35
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I'm not sure
where I heard this excellent advice: "Assume they are smarter than you."
Whether you're teaching a class or handling a customer service
complaint or writing for your website, assuming that you're
communicating with someone smart helps you avoid talking down to them.
They can be
smarter than you and not know about the particular thing you're
explaining. When we were fixing up our house, I used Ikea's 3D software
to design our kitchen. In designing and ordering and assembling those
cabinets, I learned a lot. If I got all superior when describing this
to, say, a grad school professor whom I really respect, I would look
It's easy to
watch your tongue when you know you're talking to someone important.
It's when you're speaking with a person who might be younger, or not
dressed as smartly as you. Someone who might not use the same vocabulary
as you. That's when your patience might get short too quickly, or your
tone of voice might get sharp. That's when we need this advice.
To be clear,
it's not that you should believe that everyone
is secretly smarter than you and the secret is about to come out.
It's just a lot easier to help people when you're convinced they can be
helped. Believing that they're whip-smart is an easy way to encourage
Swartzendruber, SWON Technology Educator
Customer service is a circus
At the start
of the day, you never know what customer service challenges will arise.
Will you walk a tightrope with an upset patron? Jump through hoops to
meet a special request? Clown around to connect with a customer?
Adapting to those circumstances takes energy and flexibility.
customer service skills a boost at SWON's all-day Customer
Service Circus. We'll have a mix of short, on-point talks on
providing customer service to teens, differently abled persons and older
adults, and we'll also have interactive work and games that make you an
active part of the day. No lion-taming, we promise! And the entire day
starts at $35. Learn more here.