Award-Winning Customer Service: 101 Ways to Guarantee Great Performance

27. Assure to Make Others Feel Valued

Assuring means instilling positive feelings in another person. At work, you have many occasions to assure people. In coworker situations, you assure to instill confidence, to open up communication, and to help people overcome insecurities. In customer situations, you assure about buying decisions and when customers are hesitant about committing to a proposed solution.

Performance Prompts

• Putting yourself in another person’s shoes helps you empathize. It is easier to assure others if you can see the situation from their perspective.

• When you see the situation from someone else’s perspective, you will be able to offer the best solution to that person.

• Always offer what is right for the other person, not what ...