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Seven approaches to dealing with customers

A good standard of communication combined with the psychology of customer service suggests seven good approaches to dealing with customers:

  1. Being solution focused rather than problem orientated.
  2. Listening to understand, rather than making assumptions or being indifferent to the customer.
  3. Being gracious and empathetic rather than being unconcerned or dismissive.
  4. Ensuring clear communication at all times pitched to the customer - neither 'over their heads' nor talking down to them.
  5. Being assertive, not passive or aggressive.
  6. Being non-defensive and treating customer feedback as valuable information.
  7. Being influential and persuasive when negotiating or discussion options for a solution.

For more information on how to deal with customers, see the Resources box on the right.