Using a few simple principles of polite and correct communication with employees, representatives of organizations and officials, you will easily achieve your goal and receive high-quality and fast services.
Now any manager tries to maintain a policy of high service of communication between his employees and their clients, be it a commercial organization or a government one, but these efforts do not always give the desired result. It happens that the consumer is treated mediocre, negligent, and sometimes rude. But we, as consumers, can prevent this and always receive only high-quality services and good service in communication.
The first and foremost rule is to be polite and to address people in the tone you want them to, in order to address you.
Therefore, you need to address "you" in an exceptionally respectful tone. And if you are at the same time confident in yourself and sincerely smile, then all the doors will open for you.
It is precisely confidence and sincerity that is important here, because like don’t put on a smile, those around you feel your inner mood.
Second: remember, and better write down the names and positions of employees with whom you will have long-term communication, more than 1 minute.
The same rule applies to telephone conversations, if they call you, you have the right not to continue the conversation until you know the name of the interlocutor and his position.
This rule will make your life much easier if it becomes a habit. Because when you ruin your mood and hang up, it will be very difficult to find out the data of your interlocutor, since there are a lot of employees in call centers, and it is problematic to find out with whom you talked.
Why is it important to always find out the position of the interlocutor?
First, you understand what rank you are dealing with.
Secondly, it minimizes the opponent's desire, to an informal tone and phrases.
After you have introduced yourself, introduce yourself back, mutual courtesy is good.
In cases when you call someone or start a direct dialogue first, it is advisable to introduce yourself first, and then clarify the data of the interlocutor.
If you are contacting an employee who has a badge on his chest, do not be too lazy to read his name and address the person by name, in this case, it is best to start the appeal like this:
- Hello Ivan Ivanovich, I am Vasily Petrovich…. We are waiting for a return greeting and only after that we begin to invest our problems, requests or demands. With this beginning of a conversation, in 98 cases out of a hundred, communication will be pleasant.
Due to circumstances, this does not always work out, and if you have already started a dialogue and you do not know the name of your opponent, but his tone does not suit you, this is the time to clarify with whom you are dealing with the name and position. If you received this information without wrangling, introduce yourself in response and smile, and continue the dialogue with the name of the interlocutor, this will help relieve the growing tension and place him towards you. Because for every person there is nothing more pleasant than the sound of his name, and since you made him pleasant, he will also communicate with you in a pleasant tone in the future, unless of course this is some kind of nutcase, unfortunately there are enough psychos in our society. "We're not all crazy, but we all freak out." And it is not uncommon in our country to sabotage evil, for example, on a buyer.
If the employee does not want to introduce himself to you, do not insist, contact one of his colleagues, they will probably tell you his name, and if there are none nearby, remember the office number, windows and the time of your contact.
In the case when you did not have time to "open your mouth", and you have already been rude, then Do not respond rudeness to rudeness. After all, when a dog barks at you, you do not get on all fours, and do not bark back at it. Take this situation also.
The tactics of reciprocal rudeness, most likely, will lead to a new round of conflict: Word for word is already a scandal, and the provocateur will come out of it, as a rule, joyful and triumphant, and you - humiliated and exhausted. Therefore, do not descend to the level of a boor.
Understand one thing clearly: rudeness is not a sign of strength, it is a sign of weakness.
You can avoid an automatic reaction by counting at this moment slowly to 10. And then ask the name and position of the naughty person. The opponent will try to get away from the answer, realizing that the smell of fried, do not play with him. Ask for the grievance book or the contact details of a preferably senior manager.
It is better to prevent rudeness than to provoke, because sometimes, without realizing it, we are the initiators of such an attitude towards us. Because the frequency with which you are rude depends only on one indicator - your internal and external state, in other words, on self-esteem.
If you have such a sense of self and such self-esteem that you can get nasty, then there will definitely be hunters to do it. And, conversely, if everything is in order with your self-esteem, you go through life independently and with a sense of your own dignity, then they will be rude to you, they will be careful.
Every day you need to start by building a healthy self-esteem, and toning your mental / emotional and physical condition.
When you received a high-quality service, communicated with you politely and respectfully, do not be lazy to leave positive feedback about a good employee, this will give several positive effects.
First: you will be remembered and, with subsequent calls, they will try to maintain the set tone of communication with you.
Second: Praise will cheer up your interlocutor and become an incentive to maintain a similar manner of communication with all interlocutors, which may include your friends, neighbors or children.
Good always comes back to those who give it.
