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Seb Anthony

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Changing attitudes

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Does anyone have an activity that highlights how our set perceptions or attitudes limit our success when dealing with customers, especially under difficult circumstances?
Many thanks
Sally Foan
sally foan

5 Responses

  1. an option
    Hi Sally
    not an activity but a video
    it is old
    it is corny
    but it is true
    “If Looks could kill” by Video Arts has a number of relevant sections about how perceptions (the customer is just plain awkward) and attitudes ((you’ve got to have a laugh, haven’t you)affect our relationship with the customer.
    It also has bits dealing with difficult situations such as “I’m really busy”, “I’ve had a bad day” and “the customer is asking for something contrary to company policy”
    The main thrust of the video is a bit wider but it certainly has bits that could be of value
    Hope this helps
    Rus

  2. I agree that if looks could kill is a good video for this.
    You could also add an exercise in which you ask several unrelated questions to the group and ask them for their answer i.e. what it means to them. You will find that they have very different answers and you can then turn it around to the customer service situation. If you email me I will let you have a copy of the exercise I use which will probably make more sense.

  3. Perception and customers
    Sally

    There are two areas where perception limits success when dealing with customers:

    1) Customers
    Lack of understanding of what customers perceive – solution conduct qualitative research (ie focus group or telephone discussion). This gets behind what people say; qualitative research provides insight that questionnaires (quantitative survey) fail to obtain.

    2) Employees
    Lack of confidence – solution conduct qualitative research first and then use results as part of an involving team-based improvement workshop. This along the lines of ‘this is what our customers are saying (not what management is saying), now what can we do to improve things’. Involvement helps create ownership; being part of the solution creates confidence.

    Brian Birkby
    Birkby Lancaster Consulting

  4. thanks
    Many thanks for your suggestions, all of which I am taking a look at.
    Merry Christmas to you all.

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