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How can you help customers set realistic goals in peer support?

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Peer support is a valuable service that can help customers overcome challenges, learn new skills, and achieve their desired outcomes. However, peer support is not a magic solution that can fix everything overnight. As a peer supporter, you need to help customers set realistic goals that are specific, measurable, achievable, relevant, and time-bound. In this article, we will discuss how you can do that using some practical tips and examples.

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1 Why realistic goals matter

Setting realistic goals is important for both you and your customers. For your customers, realistic goals can help them stay motivated, focused, and accountable. They can also help them track their progress, celebrate their achievements, and adjust their strategies if needed. For you, realistic goals can help you provide effective and consistent support, avoid unrealistic expectations, and manage your own workload and boundaries.

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Charles W Johnson

Customer Service Representative III excelling in customer relations and business development
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Over promising creates conflict in the future. Despite the allure of high expectations, remember that usually there are plenty of issues out of your control. So make the balance of being realistic yet professional and if you can exceed that, wonderful. Just don’t write checks you can’t cash.

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2 How to assess customers' needs

Before you can help customers set realistic goals, you need to understand their needs, preferences, and challenges. You can do this by asking open-ended questions, listening actively, and summarizing their responses. You can also use tools such as surveys, feedback forms, or assessments to gather more information. The aim is to identify the main areas that your customers want to work on, their current situation, and their desired outcomes.

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3 How to co-create SMART goals

Once you have a clear picture of your customers' needs, you can co-create SMART goals with them. SMART stands for Specific, Measurable, Achievable, Relevant, and Time-bound. This means that each goal should be clear, quantifiable, realistic, aligned with your customers' values and interests, and have a deadline. You can use the SMART framework to guide your conversations with your customers and help them break down their goals into manageable steps.

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4 How to review and adjust goals

Setting realistic goals is not a one-time event. It is an ongoing process that requires regular review and adjustment. You should check in with your customers periodically to see how they are doing, what challenges they are facing, and what achievements they are celebrating. You should also ask them if they want to modify their goals based on their feedback, learning, or changing circumstances. The goal is to keep your customers engaged, supported, and empowered.

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5 How to handle setbacks and challenges

Even with realistic goals, your customers may encounter setbacks and challenges along the way. This is normal and expected, and you should not let them discourage you or your customers. Instead, you should use them as opportunities to learn, grow, and improve. You can help your customers handle setbacks and challenges by acknowledging their emotions, validating their efforts, reframing their perspective, and encouraging them to try again.

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Charles W Johnson

Customer Service Representative III excelling in customer relations and business development
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Keep the customer informed and depending on the urgency remind the customer you are on the job. Any relavent information needs to be relayed to the customer ASAP. Also work on your side to see if there are options for the customer even if those aren’t the best choices, at least it’s better than nothing. Let the customer know you are doing all that you can.

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6 How to celebrate and acknowledge success

Finally, you should help your customers celebrate and acknowledge their success when they achieve their realistic goals. This can boost their confidence, satisfaction, and motivation. You can help them celebrate and acknowledge their success by expressing your appreciation, recognition, and praise. You can also help them reflect on their journey, identify their strengths and skills, and plan for their next steps.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you help customers set realistic goals in peer support?

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1 Why realistic goals matter

2 How to assess customers' needs

3 How to co-create SMART goals

4 How to review and adjust goals

5 How to handle setbacks and challenges

6 How to celebrate and acknowledge success

7 Here’s what else to consider

Customer Service

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How can you help customers set realistic goals in peer support?

1

2

3

4

5

6

7

1 Why realistic goals matter

2 How to assess customers' needs

3 How to co-create SMART goals

4 How to review and adjust goals

5 How to handle setbacks and challenges

6 How to celebrate and acknowledge success

7 Here’s what else to consider

Customer Service

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