Ep. 05 - Errar bastante para acertar gigante em 2024: Erros com o cliente

Summary

This conversation explores essential aspects of customer service and client relationships. The speakers discuss the importance of active listening, fulfilling agreements, and avoiding impolite questions or judgments. They stress the need to treat clients with respect, acknowledging their communication preferences, and fostering a connection based on empathy. The speakers also reflect on personal experiences, sharing frustrations with arrogance or judgment in service interactions. Ultimately, the key takeaway is to treat others as they want to be treated, while balancing professionalism with understanding in business relationships.

Takeaways

• 😀 Listening to customers is key; understand how they prefer to communicate rather than dominating the conversation with your own opinions.
• 😀 Over-explaining or speaking too much can frustrate customers, leading them to feel unheard or exhausted.
• 😀 Avoid asking impolite or inappropriate questions, such as those based on gender stereotypes or personal assumptions.
• 😀 Customers value when businesses fulfill their promises, such as meeting deadlines or delivering agreed-upon services.
• 😀 Arrogance or a superior attitude from service providers can quickly turn customers away, making them feel undervalued.
• 😀 Being judged by appearance, such as in a store or dealership, can lead to lost sales and damaged relationships.
• 😀 Treat others as they want to be treated, not as you would want to be treated. Everyone has different expectations and communication styles.
• 😀 Understand the customer's personality to tailor your service approach and avoid making assumptions that could lead to discomfort.
• 😀 Respecting personal boundaries and not pushing for personal details, especially in a transactional setting, is important to building trust.
• 😀 Quick judgments or dismissing a customer based on their appearance or attire (e.g., flip-flops) can be a major turn-off and lead to missed opportunities.

Q & A

What is one of the most important aspects of customer service discussed in the script?

One of the key points discussed is the importance of listening to the customer and adapting to their preferred communication style. This ensures that the service provided meets the customer’s expectations and needs.

What is the impact of talking too much during a customer service interaction?

Talking too much can tire the customer, make them feel unheard, and create an imbalance in the communication. It's important to listen carefully to the customer to understand their needs better, rather than dominating the conversation.

Why is it considered impolite to ask about whether a product is for men or women?

Asking if a product is for men or women is seen as an impolite and outdated question because it can make the customer feel judged or uncomfortable. In today’s society, assumptions based on gender are considered inappropriate and unnecessary.

How do the speakers feel about customer service employees who act superior?

The speakers express a strong dislike for customer service employees who come across as superior or arrogant. They emphasize the importance of treating customers with respect and cordiality, rather than adopting a condescending attitude.

What is considered the worst mistake a customer service representative can make?

The worst mistake a customer service representative can make is failing to fulfill an agreement, such as missing a deadline or not delivering as promised. The speakers emphasize that when an agreement is made, it should be treated as sacred and followed through without exception.

Why is judgment based on appearance considered harmful in customer service?

Judging customers based on their appearance is harmful because it leads to assumptions that can result in poor service or lost sales. For example, in a car dealership, a customer was judged based on their casual attire, which caused the salesperson to ignore their interest in buying a car.

What is the concept of treating customers as they would like to be treated, as discussed in the script?

The script introduces the idea of treating customers not just as you would like to be treated, but as they would like to be treated. This requires understanding the individual preferences of each customer and adjusting your communication and service accordingly.

How does the script suggest handling situations where customers need to be treated with more objectivity?

The script suggests being aware of the customer’s preference for directness and objectivity in communication. Some customers appreciate concise, to-the-point service, while others may need more detailed explanations. The key is to assess and adapt to their needs.

What was the significance of the story about the perfume and the saleswoman?

The story about the perfume highlights how a salesperson’s questions, such as asking if the product is for men or women, can be insensitive or inappropriate. It also demonstrates how the speaker took a humorous approach to challenge the salesperson’s assumptions, by saying the perfume was for their lesbian sister.

What is the 'sacred' concept of an agreement mentioned in the script?

The 'sacred' concept of an agreement refers to the idea that once a commitment is made, it must be fulfilled. Whether it’s a deadline, a promise, or a service delivery, the speaker compares it to dealing with a child, stressing that if you make an agreement, you must honor it.