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CUSTOMER principle 1
INTERACTION Always seek to build or maintain the
customer’s self-esteem.
Self-esteem is how people feel about themselves and their ability to cope with the basic challenges of life.
Self-esteem is based on a person’s self-confidence and self-respect. When self-esteem is lowered, people
tend to become defensive and less cooperative. Their communication is likely to become evasive and
inappropriate because of uncertainty about their own thoughts and fear of the listener’s response.
When you increase the self-esteem of others:
• You make them feel good about themselves.
• You have a better chance of creating customer satisfaction.
• You have a better chance of developing a good relationship with them.
• You increase the likelihood that they will be open and honest in their communication.
Give an example of a time when someone raised your self-esteem. How did that make you feel? CUSTOMER SERVICE / THE 4 PRINCIPLES OF CUSTOMER INTERACTION / B.L.A.T.
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