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SWON News: The Low Down

Keep Your Patience with Patrons

Friday, July 31, 2015   (0 Comments)
Posted by: Nathan Swartzendruber
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  • Respecting your customers makes it easy to help them
  • SWON's Customer Service Circus: a full day for $35
  • Improve your marketing by adding content
  • 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 pretty foolish.

    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 that idea.

    • Nathan 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.

    Give your 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.

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